TY - GEN A1 - Brandt, Andreas A1 - Brandt, Manfred T1 - On a Two-Queue Priority System with Impatience and its Application to a Call Center N2 - We consider a $s$-server system with two FCFS queues, where the arrival rates at the queues and the service rate may depend on the number $n$ of customers being in service or in the first queue, but the service rate is assumed to be constant for $n>s$. The customers in the first queue are impatient. If the offered waiting time exceeds a random maximal waiting time $I$, then the customer leaves the first queue after time $I$. If $I$ is less than a given deterministic time then he leaves the system else he transits to the end of the second queue. The customers in the first queue have priority. The service of a customer from the second queue will be started if the first queue is empty and more than a given number of servers become idle. For the model being a generalization of the $M(n)/M(n)/s\!+\!GI$ system balance conditions for the density of the stationary state process are derived yielding the stability conditions and the probabilities that precisely $n$ customers are in service or in the first queue. For obtaining performance measures for the second queue a system approximation basing on fitting impatience intensities is constructed. The results are applied to the performance analysis of a call center with an integrated voice-mail-server. For an important special case a stochastic decomposition is derived illuminating the connection to the dynamics of the $M(n)/M(n)/s\!+\!GI$ system. T3 - ZIB-Report - SC-98-21 KW - two queues KW - many server KW - server reservation KW - impatience KW - occupancy distribution KW - waiting time distribution KW - approximate system KW - $M(n)/M(n)/s+GI Y1 - 1998 UR - https://opus4.kobv.de/opus4-zib/frontdoor/index/index/docId/364 UR - https://nbn-resolving.org/urn:nbn:de:0297-zib-3641 ER -