AN EFFICIENT METHOD FOR PERFORMANCE ANALYSIS OF BLENDED CALL CENTERS WITH REDIAL

DOI10.1142/S0217595914400089MaRDI QIDQ5166399zbMATH OpenOpenAlexFDO

Authors Tuan Phung-Duc, Ken'ichi Kawanishi

Publication date 26 June 2014

Published in Asia-Pacific Journal of Operational Research (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1142/s0217595914400089

zbMATH Keywords

multiserver retrial queuestwo-way communicationblended call centers

Mathematics Subject Classification ID

Queues and service in operations research (90B22) Case-oriented studies in operations research (90B90)

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Cites work

• A Proof for the Queuing Formula: L = λW
• A matrix continued fraction approach to multiserver retrial queues
• Accessible bibliography on retrial queues: progress in 2000-2009
• An explicit solution for a tandem queue with retrials and losses
• Analyzing retrial queues by censoring
• Introduction to Matrix Analytic Methods in Stochastic Modeling
• Markov chain models of a telephone call center with call blending
• Markovian retrial queues with two way communication
• Mean value analysis of single server retrial queues
• Performance analysis of a call center with interactive voice response units.
• Queueing model for call blending in call centers
• Queueing models of call centers: An introduction
• Retrial Queueing Systems
• Single server retrial queues with two way communication
• Sufficient conditions for regularity, recurrence and ergodicity of Markov processes
• \(M/G/1\) retrial queueing systems with two types of calls and finite capacity

Cited in

(13)

• Heavy outgoing call asymptotics for \(MMPP/M/1/1\) retrial queue with two-way communication
• Performance analysis of a call center with interactive voice response units.
• scientific article; zbMATH DE number 2159137 (Why is no real title available?)
• Dimension reduction for approximation of advanced retrial queues : tutorial and review
• Algorithmic approach to Markovian multi-server retrial queues with vacations
• Retrial queues with balanced call blending: analysis of single-server and multiserver model
• Two-way communication retrial queues with multiple types of outgoing calls
• Markov chain models of a telephone call center with call blending
• On the estimation of the true demand in call centers with redials and reconnects
• A multi-server retrial queueing model with Poisson signals
• Multiserver retrial queue with setup time and its application to data centers
• Performance analysis of service systems with priority upgrades
• Scaling limits for single server retrial queues with two-way communication

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