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Queueing System with Heterogeneous Customers as a Model of a Call Center with a Call-Back for Lost Customers
Joint Authors
Dudin, Sergey A.
Kim, CheSoong
Dudina, Olga
Baek, Janghyun
Source
Mathematical Problems in Engineering
Issue
Vol. 2013, Issue 2013 (31 Dec. 2013), pp.1-13, 13 p.
Publisher
Hindawi Publishing Corporation
Publication Date
2013-11-28
Country of Publication
Egypt
No. of Pages
13
Main Subjects
Abstract EN
A multiserver queueing system with infinite and finite buffers, two types of customers,and two types of servers as a model of a call center with a call-back for lostcustomers is investigated.
Type 1 customers arrive to the system according to aMarkovian arrival process.
All rejected type 1 customers become type 2 customers.
Type r, r=1,2, servers serve type r customers if there are any in the system andserve type r′, r′=1,2, r′≠r, customers if there are no type r customers in the system.
The service times of different types of customers have an exponential distributionwith different parameters.
The steady-state distribution of the system is analyzed.
Some key performance measures are calculated.
The Laplace-Stieltjes transform ofthe sojourn time distribution of type 2 customers is derived.
The problem of optimalchoice of the number of each type servers is solved numerically.
American Psychological Association (APA)
Dudin, Sergey A.& Kim, CheSoong& Dudina, Olga& Baek, Janghyun. 2013. Queueing System with Heterogeneous Customers as a Model of a Call Center with a Call-Back for Lost Customers. Mathematical Problems in Engineering،Vol. 2013, no. 2013, pp.1-13.
https://search.emarefa.net/detail/BIM-1032533
Modern Language Association (MLA)
Dudin, Sergey A.…[et al.]. Queueing System with Heterogeneous Customers as a Model of a Call Center with a Call-Back for Lost Customers. Mathematical Problems in Engineering No. 2013 (2013), pp.1-13.
https://search.emarefa.net/detail/BIM-1032533
American Medical Association (AMA)
Dudin, Sergey A.& Kim, CheSoong& Dudina, Olga& Baek, Janghyun. Queueing System with Heterogeneous Customers as a Model of a Call Center with a Call-Back for Lost Customers. Mathematical Problems in Engineering. 2013. Vol. 2013, no. 2013, pp.1-13.
https://search.emarefa.net/detail/BIM-1032533
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references
Record ID
BIM-1032533