Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue

• Published in: Queueing systems Vol. 51; no. 3-4; pp. 361 - 402
• Main Authors: Zeltyn, Sergey, Mandelbaum, Avishai
• Format: Journal Article
• Language: English
• Published: New York Springer Nature B.V 01.12.2005
• Subjects: Approximation; Call centers; Customer services; Efficiency; Quality; Quality of service; Queuing theory; Random variables; Studies; Workforce planning

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...