Performance Analysis of Multi-processor Two-Stage Tandem Call Center Retrial Queues with Non-Reliable Processors

B. Krishna Kumar (), R. Sankar, R. Navaneetha Krishnan and R. Rukmani
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B. Krishna Kumar: Anna University
R. Sankar: Anna University
R. Navaneetha Krishnan: Anna University
R. Rukmani: Pachaiyappa’s College

Methodology and Computing in Applied Probability, 2022, vol. 24, issue 1, 95-142

Abstract: Abstract We analyze a multi-processor two-stage tandem call center retrial queueing network in which the processors are subject to active breakdowns and repairs at stage-I. A level-dependent quasi-birth-and-death (LDQBD) process is formulated and a sufficient condition for ergodicity of the system is discussed. Under the stability condition, the stationary distribution of the number of calls in the system, the mean number of calls in the orbit, the mean waiting time of calls in the orbit and the mean busy period of the system along with other descriptors of the system are determined by using the matrix-analytic techniques. Besides, the availability analysis of the processors is also studied. Further, we have also discussed the characteristics of the first-passage time to reach the orbit critical level, the number of calls served in the call center during this period and their corresponding moments. Finally, extensive numerical results are presented to highlight the impact of the system parameters on the performance measures of the two-stage tandem call center retrial queueing system under investigation.

Keywords: Call center; Tandem queues; Orbit; Breakdown; First-step analysis; First-passage time; Primary 60K25; Secondary 90B22 (search for similar items in EconPapers)
Date: 2022
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DOI: 10.1007/s11009-020-09842-6

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