Applications of maximum queue lengths to call center management
| dc.contributor.author | Artalejo Rodríguez, Jesús Manuel | |
| dc.contributor.author | Economou, A. | |
| dc.contributor.author | Gómez-Corral, Antonio | |
| dc.date.accessioned | 2023-06-20T09:35:11Z | |
| dc.date.available | 2023-06-20T09:35:11Z | |
| dc.date.issued | 2007-04 | |
| dc.description.abstract | This paper deals with the distribution of the maximum queue length in two-dimensional Markov models. In this framework, two typical assumptions are: (1) the stationary regime, and (2) the system homogeneity (i.e., homogeneity of the underlying infinitesimal generator). In the absence of these assumptions, the computation of the stationary queue length distribution becomes extremely intricate or, even, intractable. The use of maximum queue lengths provides an alternative queueing measure overcoming these problems. We apply our results to some problems arising from call center management. | |
| dc.description.department | Depto. de Estadística e Investigación Operativa | |
| dc.description.faculty | Fac. de Ciencias Matemáticas | |
| dc.description.refereed | TRUE | |
| dc.description.sponsorship | DGINV | |
| dc.description.sponsorship | University of Athens | |
| dc.description.sponsorship | Greek Ministry of Education | |
| dc.description.sponsorship | European Union Program PYTHAGORAS | |
| dc.description.status | pub | |
| dc.eprint.id | https://eprints.ucm.es/id/eprint/15425 | |
| dc.identifier.doi | 10.1016/j.cor.2005.05.020 | |
| dc.identifier.issn | 0305-0548 | |
| dc.identifier.officialurl | http://www.sciencedirect.com/science/article/pii/S030505480500170X | |
| dc.identifier.relatedurl | http://www.sciencedirect.com/ | |
| dc.identifier.uri | https://hdl.handle.net/20.500.14352/49970 | |
| dc.issue.number | 4 | |
| dc.journal.title | Computers and Operations Research | |
| dc.language.iso | eng | |
| dc.page.final | 996 | |
| dc.page.initial | 983 | |
| dc.publisher | Pergamon-Elsevier Science Ltd | |
| dc.relation.projectID | BFM2002-02189 | |
| dc.relation.projectID | ELKE/70/4/6415 | |
| dc.rights.accessRights | restricted access | |
| dc.subject.cdu | 519.8 | |
| dc.subject.keyword | Call center | |
| dc.subject.keyword | Maximum queue length | |
| dc.subject.keyword | Level dependent quasi-birth-and-death processes | |
| dc.subject.keyword | Customer behavior | |
| dc.subject.keyword | Routing rules | |
| dc.subject.ucm | Investigación operativa (Matemáticas) | |
| dc.subject.unesco | 1207 Investigación Operativa | |
| dc.title | Applications of maximum queue lengths to call center management | |
| dc.type | journal article | |
| dc.volume.number | 34 | |
| dcterms.references | Gans N, Koole G, Mandelbaum A. Telephone call centers: tutorial, review and research prospects. Manufacturing and Service Operations Management 2003;5:79–141. Koole G, Mandelbaum A. Queueing models of call centers: an introduction. Annals of Operations Research 2002;113:41–59. Brandt A, Brandt M, Spahl G,Weber D. Modelling and optimization of call distribution systems. In: Ramaswami,V,Wirth, PE. editors, Proceedings of the 15th International Teletraffic Congress. Elsevier Science B.V., 1997. p.133–144. Srinivasan R, Talim J, Wang J. Performance analysis of a call center with interactive voice response units. Top 2004;12:91–110. Aguir S, Karaesmen F, Ak¸sin OZ, Chauvet F. The impact of retrials on call center performance. OR Spectrum 2004;26:353–76. WhittW. Improving service by informing customers about anticipated delays. Management Science 1999;45:192–207. Falin GI, Templeton JGC. Retrial queues. London: Chapman and Hall; 1997. Artalejo JR. Accessible bibliography on retrial queues. Mathematical and Computer Modelling 1999;30:1-6. Serfozo RF. Extreme values of birth and death processes and queues. Stochastic Processes and their Applications 1988;27:291–306. Neuts MF. The distribution of the maximum length of a Poisson queue during a busy period. Operations Research 1964;12:281–5. Masi DMB, Fischer MJ, Harris CM. Computation of steady-state probabilities for resource-sharing call-center queueing systems. Stochastic Models 2001;17:191–214. Shumsky RA. Approximation and analysis of a call center with flexible and specialized servers. OR Spectrum 2004;26:307–30. Latouche G, Ramaswami V. Introduction to Matrix Analytic Methods in Stochastic Modeling. Philadelphia: ASA-SIAM;1999. Artalejo JR, Economou A, Lopez-Herrero MJ. Algorithmic analysis of the maximum queue length in a busy period for the M/M/c retrial queue. INFORMS Journal on Computing, in revision. Green L. A queueing system with general-use and limited-use servers. Operations Research 1985;33:168–82. StanfordDA, GrassmannWK.The bilingual server system: a queueing model featuring fully and partially qualified servers. INFOR 1993;31:261–77. Ciarlet PG. Introduction to Numerical Linear Algebra and Optimization. Cambridge: Cambridge University Press; 1989. | |
| dspace.entity.type | Publication | |
| relation.isAuthorOfPublication | db4b8a04-44b0-48e9-8b2c-c80ffae94799 | |
| relation.isAuthorOfPublication.latestForDiscovery | db4b8a04-44b0-48e9-8b2c-c80ffae94799 |
Download
Original bundle
1 - 1 of 1