Performance Analysis of Call Centers Based on M/M/s/k+G Queue with Retrial, Feedback and Impatience
Based on the question 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 the 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. Furthermore, the impatience distribution analysis in the model is general applicable, it will become more practical as the analysis become further.
Zhu Renxiang Zhu Yijun
School of Electronics and Information Engineering,Ningbo University of Technology, Ningbo 315016, Ch Faculty of Science, Jiangsu University, Zhenjiang 212013,China
国际会议
2009 IEEE International Conference on Grey System and Intelligent Services(2009 IEEE灰色系统与服务科学国际会议)
南京
英文
1779-1784
2009-10-20（万方平台首次上网日期，不代表论文的发表时间）