Queueing System with Heterogeneous Customers as a Model of a Call Centerwith a Call-Back for Lost Customers

Collection with item attached
2013
Item details URL
http://open-repository.kisti.re.kr/cube/handle/open_repository/483864.do
DOI
10.1155/2013/983723
Title
Queueing System with Heterogeneous Customers as a Model of a Call Centerwith a Call-Back for Lost Customers
Description
This research was supported by the Basic Science Research Programthrough the National Research Foundation of Korea (NRF) funded by theMinistry of Education, Science and Technology (Grant no. 2011-0015214).
abstract
A multiserver queueing system with infinite and finite buffers, two types of customers, and two types of servers as a model of a call center with a call-back for lost customers is investigated. Type 1 customers arrive to the system according to a Markovian arrival process. All rejected type 1 customers become type 2 customers. Type r, r = 1,2, servers serve type.. customers if there are any in the system and serve type r', r' = 1,2, r' not equal r, customers if there are no type r customers in the system. The service times of different types of customers have an exponential distribution with different parameters. The steady-state distribution of the system is analyzed. Some key performance measures are calculated. The Laplace-Stieltjes transform of the sojourn time distribution of type 2 customers is derived. The problem of optimal choice of the number of each type servers is solved numerically.
provenance
Made available in Cube on 2018-09-28T14:58:11Z (GMT). No. of bitstreams: 0
language
English
author
Dudin, Sergey
Kim, Chesoong
Dudina, Olga
Baek, Janghyun
accessioned
2018-09-28T14:58:11Z
available
2018-09-28T14:58:11Z
issued
2013
citation
MATHEMATICAL PROBLEMS IN ENGINEERING
issn
1024-123X
uri
http://open-repository.kisti.re.kr/cube/handle/open_repository/483864.do
Funder
미래창조과학부
Funding Program
중견연구자지원
Project ID
1711002728
Jurisdiction
Rep.of Korea
Project Name
Advanced queueing models for optimization of modern contact-centers and telecommunication networks
rights
openAccess
type
article


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