A Performance Analysis of Call Centers Based on a Multi-server Queue with Retrials, Feedbacks, and Impatience

摘要

We consider a finite buffer queueing model with several key features of call centers, such as retrials, feedbacks, and impatience. In addition, because we do not completely understand the customer impatience behavior, we use a general distribution for the maximum waiting time before abandoning the call. We develop a QBD process with infinite state space for the queue in a call center situation. To solve for the stationary performance measures, we introduce an effective approximation method. Numerical examples have been presented to show effectiveness of our method.