On the impact of customer balking, impatience and retrials in telecommunication systems. (English) Zbl 1165.90368

Artalejo, J. R.; Pla, V.

Comput. Math. Appl. 57, No. 2, 217-229 (2009).

Summary: This paper deals with a Markovian multiserver model, where the simultaneous effect of customer balking, impatience and retrials is evaluated. The study of systems incorporating these features is motivated by the observation of real service systems where these queueing phenomena interact. Simple approximations based on truncation and generalized truncation are provided. These approximations are compared according to different criteria for several selected scenarios. Finally, our results are used to evaluate the optimal ratio between the number of available channels and the number of waiting positions in an application to call center management.

MSC:

90B18	Communication networks in operations research
90B22	Queues and service in operations research

Keywords:

call reattempts; balking; impatience; call centers; telecommunication systems

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