Performance analysis of call centers based on M/M/s/k+G queue with retrial, feedback and impatience

Author

Zhu, Renxiang ; Zhu, Yijun

Author_Institution

Sch. of Electron. & Inf. Eng., Ningbo Univ. of Technol., Ningbo, China

fYear

2009

fDate

10-12 Nov. 2009

Firstpage

1779

Lastpage

1784

Abstract

Considering features of retrial, feedback and impatience in call centers, an M/M/s/k+G queue model with retrial, feedback and impatience is proposed in this paper for performance analysis of call centers. The queue model is solved by matrix iteration, and formulas for computing mean number of customers in waiting and service area, probability of blocking and probability of loss are derived. The indexes obtained by the model can be used for decision-making of management in call centers.

Keywords

call centres; decision making; iterative methods; matrix algebra; probability; queueing theory; M/M/s/k+G queue; blocking probability; call centers management; decision making; feedback feature; impatience feature; loss probability; matrix iteration; performance analysis; retrial feature; Approximation methods; Design for quality; Equations; Feedback; Intelligent systems; Iterative methods; Mathematical model; Performance analysis; Queueing analysis; Transforms;

fLanguage

English

Publisher

ieee

Conference_Titel

Grey Systems and Intelligent Services, 2009. GSIS 2009. IEEE International Conference on

Conference_Location

Nanjing

Print_ISBN

978-1-4244-4914-9

Electronic_ISBN

978-1-4244-4916-3

Type

conf

DOI

10.1109/GSIS.2009.5408203

Filename

5408203