Markov chain models of a telephone call center with call blending

DOI10.1016/j.cor.2005.06.019zbMath1159.90332OpenAlexW2117667427MaRDI QIDQ858269

Armann Ingolfsson, Alexandre Deslauriers, Pierre L'Ecuyer, Juta Pichitlamken, Athanassios N. Avramidis

Publication date: 9 January 2007

Published in: Computers \& Operations Research (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1016/j.cor.2005.06.019

Mathematics Subject Classification ID

Markov and semi-Markov decision processes (90C40) Traffic problems in operations research (90B20)

Related Items (23)

Markovian retrial queues with two way communication ⋮ Embedded Markov chain approach to retrial queue with vacation, phase repair and multioptional services ⋮ Retrial queues with balanced call blending: analysis of single-server and multiserver model ⋮ Call centers with a postponed callback offer ⋮ The transient blended queue ⋮ Two-way communication orbit queues with server vacation ⋮ Dynamic policy for idling time preservation ⋮ Retrial Queueing Model with Two-Way Communication, Unreliable Server and Resume of Interrupted Call for Cognitive Radio Networks ⋮ System State Distribution of a Finite-Source Retrial Queue with Subscribed Customers ⋮ A finite-source \(M/G/1\) retrial queue with outgoing calls ⋮ An Optimal Callback Policy for General Arrival Processes: A Pathwise Analysis ⋮ Reservation, a tool to reduce the balking effect and the probability of delay ⋮ Scaling limits for single server retrial queues with two-way communication ⋮ On the scheduling of operations in a chat contact center ⋮ AN EFFICIENT METHOD FOR PERFORMANCE ANALYSIS OF BLENDED CALL CENTERS WITH REDIAL ⋮ A normal copula model for the arrival process in a call center ⋮ Front-office multitasking between service encounters and back-office tasks ⋮ Two-Way Communication M/M/1/1 Queue with Server-Orbit Interaction and Feedback of Outgoing Retrial Calls ⋮ Efficient and Reliable Computation of Birth-Death Process Performance Measures ⋮ FORECAST ERRORS IN SERVICE SYSTEMS ⋮ On the impact of customer balking, impatience and retrials in telecommunication systems ⋮ Unreliable Single-Server Queue with Two-Way Communication and Retrials of Blocked and Interrupted Calls for Cognitive Radio Networks ⋮ Two-way communication retrial queues with multiple types of outgoing calls

Uses Software

• LAPACK
• QUADPACK
• GSL
• UNU.RAN
• zeroin

Cites Work

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• Transient solutions in Markovian queues. An algorithm for finding them and determining their waiting-time distributions
• Queueing models of call centers: An introduction
• On a two-queue priority system with impatience and its application to a call center
• Modeling Daily Arrivals to a Telephone Call Center
• The Randomization Technique as a Modeling Tool and Solution Procedure for Transient Markov Processes
• Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands
• LAPACK Users' Guide
• Two Efficient Algorithms with Guaranteed Convergence for Finding a Zero of a Function
• A formula for tail probabilities of Cox distributions
• Managing uncertainty in call centres using Poisson mixtures
• Queueing model for call blending in call centers
• An algorithm with guaranteed convergence for finding a zero of a function
• Statistical Analysis of a Telephone Call Center

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