Queueing network model of a call center with customer retrials and impatient customers

DOI10.18500/1816-9791-2024-24-2-287-297MaRDI QIDQ6571113zbMATH OpenFDO

Authors Tata'yana Vladimirovna Rusilko, Andreĭ Vital'evich Pan'kov

Publication date 11 July 2024

Published in Izvestiya Saratovskogo Universiteta. Novaya Seriya. Seriya Matematika, Mekhanika, Informatika (Search for Journal in Brave)

Full work available at URL https://doi.org/10.18500/1816-9791-2024-24-2-287-297

zbMATH Keywords

asymptotic analysiscall centerimpatient customermathematical modelingqueuing networkretrial customer

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

Recommendations

• Investigation of call centers as retrial queuing systems
• Performance analysis of call centers based on M/M/s/k+M queue with retrial and impatience
• The impact of retrials on call center performance
• scientific article; zbMATH DE number 5985642
• On the interaction between retrials and sizing of call centers

Cites work

• Analysis of a queueing model for a call center with impatient customers and after-call work
• Application of queueing network models in insurance
• Data-stories about (im)patient customers in tele-queues
• scientific article; zbMATH DE number 3751974 (Why is no real title available?)
• Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option
• Performance analysis and optimization of inbound call centers
• Performance analysis of a call center with interactive voice response units.
• Queueing models of call centers: An introduction
• Retrial Queueing Systems
• The impact of retrials on call center performance

Cited in

(2)

• Asymptotic analysis of a closed queueing network in a Markov random environment
• Queueing analysis of a VoIP call center under retrial policy with re-service, server maintenance, and service disruptions

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