Title :
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
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;
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
DOI :
10.1109/GSIS.2009.5408203
