Performance Analysis of Call Centers Based on M/M/s/k+G Queue with Retrial, Feedback and Impatience

摘要

Based on the question of retrial, feedback and impatience in call centers, an M/M/s/k+G queue model with retrial, feedback and impatience is proposed in this paper for performance analysis of the call centers. The queue model is solved by matrix iteration, and formulas for computing mean number of customers in waiting and service area, probability of blocking and probability of loss are derived. The indexes obtained by the model can be used for decision-making of management in call centers. Furthermore, the impatience distribution analysis in the model is general applicable, it will become more practical as the analysis become further.