Queueing System with Heterogeneous Customers as a Model of a Call Center with a Call-Back for Lost Customers | Zendy

Sergey Dudin | Zendy; Chesoong Kim | Zendy; Olga Dudina | Zendy; JangHyun Baek | Zendy

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Queueing System with Heterogeneous Customers as a Model of a Call Center with a Call-Back for Lost Customers

Author(s) -

Sergey Dudin,

Chesoong Kim,

Olga Dudina,

JangHyun Baek

Publication year - 2013

Publication title -

mathematical problems in engineering

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.262

H-Index - 62

eISSN - 1026-7077

pISSN - 1024-123X

DOI - 10.1155/2013/983723

Subject(s) - algorithm , computer science , database , artificial intelligence , machine learning

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 lost customers is investigated. Type 1 customers arrive to the system according to a Markovian 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 and serve 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 distribution with different parameters. The steady-state distribution of the system is analyzed. Some key performance measures are calculated. The Laplace-Stieltjes transform of the sojourn time distribution of type 2 customers is derived. The problem of optimal choice of the number of each type servers is solved numerically

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