Queueing system MAP|PH|N|N+R with impatient heterogeneous customers as a model of call center

DOI10.1016/J.APM.2012.03.021zbMATH Open1351.90079OpenAlexW2313879598MaRDI QIDQ350403FDOQ350403

Authors: S. A. Dudin, Olga Taramin, Janghyun Baek, Chesoong Kim 

Publication date: 7 December 2016

Published in: Applied Mathematical Modelling (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1016/j.apm.2012.03.021

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zbMATH Keywords

Markovian arrival processcall centermulti-server queueing systemimpatient heterogeneous customersphase type service time distribution

Mathematics Subject Classification ID

Queues and service in operations research (90B22) Queueing theory (aspects of probability theory) (60K25)

Cites Work

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• New results on the single server queue with a batch markovian arrival process
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• Numerical Inversion of Laplace Transforms of Probability Distributions
• Queues with marked customers
• Outsourcing strategy in two-stage call centers
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• Independent markov processes in parallel
• Algorithms for the multi-server queue with phase type service
• Title not available (Why is that?)
• On the interaction between retrials and sizing of call centers
• Call center arrival modeling: a Bayesian state-space approach

Cited In (25)

• Analysis of multiserver retrial queueing system with varying capacity and parameters
• The virtual waiting time of the M/G/1 queue with customers of \(n\) types of impatience
• Analysis of multiserver queueing system with opportunistic occupation and reservation of servers
• Ladder heights and the Markov-modulated M/G/1 queue
• Multi-server tandem queue with Markovian arrival process, phase-type service times, and finite buffers
• Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option
• On a two-queue priority system with impatience and its application to a call center
• Queueing system with heterogeneous customers as a model of a call center with a call-back for lost customers
• Tandem queueing system with infinite and finite intermediate buffers and generalized phase-type service time distribution
• Retrial multi-server queuing system with \textit{PHF} service time distribution as a model of a channel with unreliable transmission of information
• Optimal revenue management in two class pre-emptive delay dependent Markovian queues
• A customer service model in an adaptive-modulation mobile communication cell with allowance for random environment
• Resource optimization in \(MMAP[2]/PH[2]/S\) priority queueing model with threshold \(PH\) retrial times and the preemptive resume policy
• Analysis of semi-open queueing network with correlated arrival process and multi-server nodes
• \(MMAP|M|N\) queueing system with impatient heterogeneous customers as a model of a contact center
• Analysis of an \(\mathrm{MMAP}/\mathrm{Ph}_{1}, \mathrm{Ph}_{2}/N/\infty\) queueing system operating in a random environment
• Queueing system \(MAP/M/N\) as a model of call center with call-back option
• Queueing system \(MAP/M/N/N + K\) operating in random environment as a model of call center
• Queueing system \(MAP/M/N/N+K\) operating in random environment as a model of call center
• Queueing models of call centers: An introduction
• Help desk center operating model as a two-phase queueing system
• \(M A P + M A P / M_2 / N / \infty\) queueing system with absolute priority and reservation of servers
• QBD approximations of a call center queueing model with general patience distribution
• Steady-state and first passage time distributions for waiting times in the \(MAP/M/s+G\) queueing model with generally distributed patience times
• The ``sensitive Markovian queueing system and its application for a call center problem

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