\(MMAP|M|N\) queueing system with impatient heterogeneous customers as a model of a contact center

DOI10.1016/j.cor.2013.01.023zbMath1348.90196OpenAlexW2051480837MaRDI QIDQ336371

Sergey Dudin, Che Soong Kim, Olga S. Dudina

Publication date: 10 November 2016

Published in: Computers \& Operations Research (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1016/j.cor.2013.01.023

zbMATH Keywords

Laplace-Stieltjes transformmulti-server queueing systemcontact centermarked Markovian arrival process

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

Related Items (8)

Unnamed Item ⋮ Queueing systems with correlated arrival flows and their applications to modeling telecommunication networks ⋮ Analysis of retrial queuing system with limited processor sharing discipline and changing effective bandwidth ⋮ \(M A P + M A P / M_2 / N / \infty\) queueing system with absolute priority and reservation of servers ⋮ A queueing system with probabilistic joining strategy for priority customers ⋮ Tandem queueing system with infinite and finite intermediate buffers and generalized phase-type service time distribution ⋮ Analysis of an \(\mathrm{MMAP}/\mathrm{Ph}_{1}, \mathrm{Ph}_{2}/N/\infty\) queueing system operating in a random environment ⋮ A Two-Stage Tandem Queue with Specialist Servers

Cites Work

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• Multi-dimensional asymptotically quasi-Toeplitz Markov chains and their application in queueing theory
• Outsourcing strategy in two-stage call centers
• Call center arrival modeling: A Bayesian state-space approach
• On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design
• Numerical Inversion of Laplace Transforms of Probability Distributions
• Queues with marked customers
• Contact Centers with a Call-Back Option and Real-Time Delay Information

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