Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue
The subject of the present research is the M/M/n + G queue. This queue is characterized by Poisson arrivals at rate ?, exponential service times at rate ?, n service agents and generally distributed patience times of customers. The model is applied in the call center environment, as it captures the...
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| Published in | Queueing systems Vol. 51; no. 3-4; pp. 361 - 402 |
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| Main Authors | , |
| Format | Journal Article |
| Language | English |
| Published |
New York
Springer Nature B.V
01.12.2005
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| Subjects | |
| Online Access | Get full text |
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| Abstract | The subject of the present research is the M/M/n + G queue. This queue is characterized by Poisson arrivals at rate ?, exponential service times at rate ?, n service agents and generally distributed patience times of customers. The model is applied in the call center environment, as it captures the tradeoff between operational efficiency (staffing cost) and service quality (accessibility of agents). In our research, three asymptotic operational regimes for medium to large call centers are studied. |
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| AbstractList | The subject of the present research is the M/M/n + G queue. This queue is characterized by Poisson arrivals at rate ?, exponential service times at rate ?, n service agents and generally distributed patience times of customers. The model is applied in the call center environment, as it captures the tradeoff between operational efficiency (staffing cost) and service quality (accessibility of agents). In our research, three asymptotic operational regimes for medium to large call centers are studied. |
| Author | Zeltyn, Sergey Mandelbaum, Avishai |
| Author_xml | – sequence: 1 givenname: Sergey surname: Zeltyn fullname: Zeltyn, Sergey – sequence: 2 givenname: Avishai surname: Mandelbaum fullname: Mandelbaum, Avishai |
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| References_xml | – ident: 3699_CR38 – ident: 3699_CR40 – ident: 3699_CR43 doi: 10.1016/j.orl.2004.09.002 – ident: 3699_CR17 doi: 10.1287/msom.5.2.79.16071 – ident: 3699_CR34 – ident: 3699_CR19 – ident: 3699_CR30 – ident: 3699_CR11 – ident: 3699_CR3 – ident: 3699_CR29 – ident: 3699_CR48 – volume: 4 start-page: 208 year: 2002 ident: 3699_CR18 publication-title: Manufacturing and Service Operations Management doi: 10.1287/msom.4.3.208.7753 – volume: 26 start-page: 377 issue: 3 year: 2004 ident: 3699_CR32 publication-title: OR Spectrum doi: 10.1007/s00291-004-0164-8 – ident: 3699_CR44 – volume: 36 start-page: 141 year: 2000 ident: 3699_CR28 publication-title: Queueing Systems: Theory and Applications (QUESTA) doi: 10.1023/A:1019131203242 – ident: 3699_CR14 – volume: 29 start-page: 567 year: 1981 ident: 3699_CR21 publication-title: Operations Research doi: 10.1287/opre.29.3.567 – volume: 4 start-page: 39 year: 1971 ident: 3699_CR26 publication-title: Izv. Akad. Nauk SSSR Techniceskaja kibernetika – volume: 100 start-page: 36 issue: 469 year: 2005 ident: 3699_CR10 publication-title: Journal of the American Statistical Association (JASA) doi: 10.1198/016214504000001808 – volume: 52 start-page: 17 issue: 1 year: 2004 ident: 3699_CR6 publication-title: Operations Research doi: 10.1287/opre.1030.0081 – ident: 3699_CR35 – ident: 3699_CR31 – volume: 51 start-page: 221 issue: 2 year: 2005 ident: 3699_CR46 publication-title: Management Science doi: 10.1287/mnsc.1040.0302 – volume: 48 start-page: 566 year: 2002 ident: 3699_CR49 publication-title: Management Science doi: 10.1287/mnsc.48.4.566.211 – ident: 3699_CR2 – volume: 43 start-page: 103 year: 2003 ident: 3699_CR41 publication-title: Queueing Systems: Theory and Applications (QUESTA) doi: 10.1023/A:1021804515162 – ident: 3699_CR45 – ident: 3699_CR27 doi: 10.1016/S0002-8223(21)07893-7 – volume: 47 start-page: 117 year: 2004 ident: 3699_CR39 publication-title: Queueing Systems: Theory and Applications (QUESTA) doi: 10.1023/B:QUES.0000032804.57988.f3 – ident: 3699_CR20 – volume: 33 start-page: 363 year: 2005 ident: 3699_CR47 publication-title: Operations Research Letters doi: 10.1016/j.orl.2004.09.002 – volume: COM-28 start-page: 1984 year: 1980 ident: 3699_CR23 publication-title: IEEE Trans. Commun. doi: 10.1109/TCOM.1980.1094632 – ident: 3699_CR13 – ident: 3699_CR1 – ident: 3699_CR5 – ident: 3699_CR16 – ident: 3699_CR37 – volume: 41 start-page: 73 year: 2002 ident: 3699_CR9 publication-title: Queueing Systems, Theory and Applications (QUESTA) doi: 10.1023/A:1015781818360 – ident: 3699_CR22 doi: 10.1287/msom.1040.0052 – ident: 3699_CR42 doi: 10.1007/s11134-005-3282-3 – ident: 3699_CR33 – ident: 3699_CR12 – volume-title: The Life and Works of A.K. Erlang year: 1948 ident: 3699_CR15 – volume: 4 start-page: 189 year: 1953 ident: 3699_CR36 publication-title: Tele – volume: 53 start-page: 525 year: 1974 ident: 3699_CR24 publication-title: Bell Systems Technical Journal doi: 10.1002/j.1538-7305.1974.tb02756.x – volume: 35 start-page: 1 year: 1999 ident: 3699_CR8 publication-title: Performance Evaluation doi: 10.1016/S0166-5316(98)00042-X – volume: 47 start-page: 53 year: 2004 ident: 3699_CR25 publication-title: Queueing Systems: Theory and Applications (QUESTA) doi: 10.1023/B:QUES.0000032800.52494.51 – volume: 14 start-page: 743 year: 1994 ident: 3699_CR7 publication-title: ITC – ident: 3699_CR4 |
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| Snippet | The subject of the present research is the M/M/n + G queue. This queue is characterized by Poisson arrivals at rate ?, exponential service times at rate ?, n... |
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| SubjectTerms | Approximation Call centers Customer services Efficiency Quality Quality of service Queuing theory Random variables Studies Workforce planning |
| Title | Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue |
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