publication . Article . 2013

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

Dudin, Sergey; Kim, Chesoong; Dudina, Olga; Baek, Janghyun;
Open Access English
  • Published: 01 Jan 2013 Journal: Mathematical Problems in Engineering (issn: 1024-123X, eissn: 1563-5147, Copyright policy)
  • Publisher: Hindawi Limited
Abstract
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.. customers if there are any in the system and serve type r', r' = 1,2, r' not equal 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 an...
Subjects
free text keywords: TA1-2040, Mathematics, Engineering (General). Civil engineering (General), Article Subject, QA1-939

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publication . Article . 2013

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

Dudin, Sergey; Kim, Chesoong; Dudina, Olga; Baek, Janghyun;