Applications of maximum queue lengths to call center management

DOI10.1016/J.COR.2005.05.020MaRDI QIDQ856676zbMATHOpenAlexFDO

Authors Jesus R. Artalejo, Antonis Economou, A. Gómez-Corral

Publication date 7 December 2006

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

Full work available at URL https://doi.org/10.1016/j.cor.2005.05.020

zbMATH Keywords

customer behaviormaximum queue lengthcall centerlevel dependent quasi-birth-and-death processesrouting rules

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

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Cites work

• A Queueing System with General-Use and Limited-Use Servers
• A classified bibliography of research on retrial queues: Progress in 1990--1999
• Algorithmic analysis of the maximum queue length in a busy period for the \(M/M/c\) retrial queue
• Approximation and analysis of a call center with flexible and specialized servers
• COMPUTATION OF STEADY-STATE PROBABILITIES FOR RESOURCE-SHARING CALL-CENTER QUEUEING SYSTEMS
• Extreme values of birth and death processes and queues
• Improving service by informing customers about anticipated delays
• Introduction to Matrix Analytic Methods in Stochastic Modeling
• Performance analysis of a call center with interactive voice response units.
• Queueing models of call centers: An introduction
• Retrial Queues
• The Bilingual Server System: A Queueing Model Featuring Fully And Partially Qualified Servers
• The Distribution of the Maximum Length of a Poisson Queue During a Busy Period
• The impact of retrials on call center performance

Cited in

(12)

• Heavy-traffic extreme value limits for Erlang delay models
• A NEW FINITE-SOURCE QUEUEING MODEL FOR MOBILE CELLULAR NETWORKS APPLYING SPECTRUM RENTING
• Solution for a retrial queueing problem in cellular networks with the fractional guard channel policy
• Maximum queue lengths during a fixed time interval in the \(M/M/c\) retrial queue
• \(M/M/1\) retrial queue with working vacations
• The maximum number of infected individuals in SIS epidemic models: computational techniques and quasi-stationary distributions
• An efficient method to compute the rate matrix for retrial queues with large number of servers
• On the applicability of the number of collisions in \(p\)-persistent CSMA/CD protocols
• On the impact of customer balking, impatience and retrials in telecommunication systems
• The running maximum of a level-dependent quasi-birth-death process
• A matrix geometric approach to the M/M/1 two-phase multi optional retrial queue with Bernoulli feedback, impatient customers and a server subject to breakdown and repair
• An efficient solution to a retrial queue for the performability evaluation of DHCP

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