A Performance Analysis of Call Centers Based on a Multi-server Queue with Retrials, Feedbacks, Impatience.
Zhe George ZhangYi-Jun ZhuRen-Xiang ZhuPublished in: IMECS (2007)
Keyphrases
- call center
- arrival rate
- queue length
- service times
- queueing model
- steady state
- asymptotically optimal
- queueing systems
- heavy traffic
- service level
- fluid model
- arrival process
- service quality
- stationary distribution
- queueing networks
- relevance feedback
- service systems
- customer service
- poisson process
- real time
- holding cost
- response time
- service rates
- independent and identically distributed
- intelligent agents
- customer classes