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Problemy Peredachi Informatsii, 2011, Volume 47, Issue 4, Pages 68–83 (Mi ppi2061)  
This article is cited in 20 scientific papers (total in 20 papers)

Communication Network Theory

Call center operation model as a $MAP/PH/N/R-N$ system with impatient customers

S. A. Dudin, O. S. Dudina

Belarusian State University, Minsk
Full-text PDF (216 kB) Citations (20)
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Abstract: We analyze a multiserver queueing system with a finite buffer and impatient customers. The arrival customer flow is assumed to be Markovian. Service times of each server are phase-type distributed. If all servers are busy and a new arrival occurs, it enters the buffer with a probability depending on the total number of customers in the system and waits for service, or leaves the system with the complementary probability. A waiting customer may become impatient and abandon the system. We give an algorithm for finding the stationary distribution of system states and derive formulas for basic performance characteristics. We find Laplace–Stieltjes transforms for sojourn and waiting times. Numeric examples are given.
Received: 22.02.2011
Revised: 22.09.2011
English version:
Problems of Information Transmission, 2011, Volume 47, Issue 4, Pages 364–377
DOI: https://doi.org/10.1134/S0032946011040053
Bibliographic databases:
Document Type: Article
UDC: 621.391.71+519.2
Language: Russian
Citation: S. A. Dudin, O. S. Dudina, “Call center operation model as a $MAP/PH/N/R-N$ system with impatient customers”, Probl. Peredachi Inf., 47:4 (2011), 68–83; Problems Inform. Transmission, 47:4 (2011), 364–377
Citation in format AMSBIB
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    • This publication is cited in the following 20 articles:
    Citing articles in Google Scholar: Russian citations, English citations
    Related articles in Google Scholar: Russian articles, English articles
    		Проблемы передачи информации Problems of Information Transmission
     
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