Call centers with impatient customers: Many-server asymptotics of the M/M/\(n+G\) queue (Q812134)

The authors investigate three asymptotic regimes of the M/M/\(n\) queue with generally distributed abandonments. This queueing system has been widely used in the call centers literature, as it provides a good mathematical model capturing the main operational and service quality aspects of call centers. The three asymptotic operational regimes correspond to different specifications of the system parameters obtained when the service rate is fixed and the arrival rate and the number of agents tend to infinite. The numerical work shows that the so-called ``quality and efficiency driven'' regime gives a good approximation for exact performance characteristics of the M/M/\(n\) queue with general abandonments. The ``efficiency driven'' approximations are useful for overloaded models.