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

Civil Engineering

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