Call center operation model as a MAP/PH/N/R-N system with impatient customers

DOI10.1134/S0032946011040053zbMATH Open1274.90069MaRDI QIDQ375971FDOQ375971

Authors: S. A. Dudin, Olga Dudina 

Publication date: 1 November 2013

Published in: Problems of Information Transmission (Search for Journal in Brave)

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Mathematics Subject Classification ID

Queues and service in operations research (90B22) Communication networks in operations research (90B18)

Cites Work

• Title not available (Why is that?)
• New results on the single server queue with a batch markovian arrival process
• Outsourcing strategy in two-stage call centers
• On the interaction between retrials and sizing of call centers
• Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers
• Lack of invariant property of the Erlang loss model in case of MAP input
• Sensitivity of Performance in the Erlang-A Queueing Model to Changes in the Model Parameters

Cited In (10)

• The \(MMAP/M/R/0\) queueing system with reservation of servers operating in a random environment
• Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option
• Queueing system \(MAP|PH|N|N+R\) with impatient heterogeneous customers as a model of call center
• 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
• Analysis of retrial queuing system with limited processor sharing discipline and changing effective bandwidth
• \(MMAP|M|N\) queueing system with impatient heterogeneous customers as a model of a contact center
• Performance analysis and system optimization of an energy-saving mechanism in cloud computing with correlated traffic
• QBD approximations of a call center queueing model with general patience distribution
• Improved priority scheme for unreliable queueing system

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