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

Sergey Dudin, Chesoong Kim, Olga Dudina and Janghyun Baek

Mathematical Problems in Engineering, 2013, vol. 2013, 1-13

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 , , servers serve type customers if there are any in the system and serve type , ,   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.

Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:hin:jnlmpe:983723

DOI: 10.1155/2013/983723

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