Investigation of call centers as retrial queuing systems

DOI10.1007/S10559-010-9224-ZMaRDI QIDQ2452831zbMATH OpenOpenAlexFDO

Authors S. V. Pustova

Publication date 5 June 2014

Published in Cybernetics and Systems Analysis (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1007/s10559-010-9224-z

zbMATH Keywords

call centerqueuing systemrepeated calls

Mathematics Subject Classification ID

Applications of queueing theory (congestion, allocation, storage, traffic, etc.) (60K30) Queues and service in operations research (90B22)

Recommendations

• On the interaction between retrials and sizing of call centers
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• A survey of retrial queueing systems
• Performance analysis of call centers based on M/M/s/k queue with retrial and feedback

Cites work

• Dependence of performance indices of a call center on the distribution of calls' sojourn time in the orbit
• On the interaction between retrials and sizing of call centers
• Retrial Queues
• The impact of retrials on call center performance

Cited in

(21)

• Dependence of performance indices of a call center on the distribution of calls' sojourn time in the orbit
• Staffing to maximize profit for call centers with impatient and repeat-calling customers
• The impact of retrials on call center performance
• Insensitive bounds for the stationary distribution of a single server retrial queue with server subject to active breakdowns
• Performance analysis of multi-processor two-stage tandem call center retrial queues with non-reliable processors
• Stochastic analysis of an \(\mathrm{M}/\mathrm{G}/1\) retrial queue with FCFS
• scientific article; zbMATH DE number 5985642 (Why is no real title available?)
• Performance analysis of call centers based on M/M/s/k+M queue with retrial and impatience
• An analytic model of call centre operation
• Lakatos queuing systems, their generalization and application
• A new model for call centre queue management
• Asymptotic analysis retrial queueing system \(M/GI/1\) with hyper exponential distribution of the delay time in the orbit and exclusion of alternative customers
• Asymptotic sojourn time analysis of finite-source \(M/M/1\) retrial queuing system with two-way communication
• A contribution to modeling two-way communication with retrial queueing systems
• Retrial queues and related models
• Performance analysis of call centers based on M/M/s/k queue with retrial and feedback
• Availability and cost-benefit evaluation for a repairable retrial system with warm standbys and priority
• Retrial queue with two-way communication and collisions
• Analysis of retrial queueing system with two-way communication in different scenarios using simulation
• Queueing network model of a call center with customer retrials and impatient customers
• On the interaction between retrials and sizing of call centers

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