A stochastic analysis of a network with two levels of service

DOI10.1007/S11134-019-09617-YzbMATH Open1439.60083arXiv1708.09590OpenAlexW2963324140MaRDI QIDQ2284385FDOQ2284385

Authors: Yanyan Li 

Publication date: 15 January 2020

Published in: Queueing Systems (Search for Journal in Brave)

Abstract: In this paper a stochastic model of a call center with a two-level architecture is analyzed. A first-level pool of operators answers calls, identifies, and handles non-urgent calls. A call classified as urgent has to be transferred to specialized operators at the second level. When the operators of the second level are all busy, the operator of first level handling the urgent call is blocked until an operator at the second level is available. Under a scaling assumption, the evolution of the number of urgent calls blocked at level~$1$ is investigated. It is shown that if the ratio of the number of operators at level $2$ and~$1$ is greater than some threshold, then, essentially, the system operates without congestion, with probability close to $1$, no urgent call is blocked after some finite time. Otherwise, we prove that a positive fraction of the operators of the first level are blocked due to the congestion of the second level. Stochastic calculus with Poisson processes, coupling arguments and formulations in terms of Skorokhod problems are the main mathematical tools to establish these convergence results.

Full work available at URL: https://arxiv.org/abs/1708.09590

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zbMATH Keywords

stochastic modelscall centersnetwork with blocking

Mathematics Subject Classification ID

Interacting random processes; statistical mechanics type models; percolation theory (60K35) Queueing theory (aspects of probability theory) (60K25)

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Cited In (4)

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• Service networks with multichannel nodes in a random environment
• Piecewise affine dynamical models of Petri nets -- application to emergency call centers
• Computing transience bounds of emergency call centers: a hierarchical timed Petri net approach

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