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On a Two-Queue Priority System with Impatience and its Application to a Call Center

Please always quote using this URN: urn:nbn:de:0297-zib-3641
  • 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.

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Metadaten
Author:Andreas Brandt, Manfred Brandt
Document Type:ZIB-Report
Tag:$M(n)/M(n)/s+GI; approximate system; impatience; many server; occupancy distribution; server reservation; two queues; waiting time distribution
MSC-Classification:60-XX PROBABILITY THEORY AND STOCHASTIC PROCESSES (For additional applications, see 11Kxx, 62-XX, 90-XX, 91-XX, 92-XX, 93-XX, 94-XX) / 60Gxx Stochastic processes / 60G10 Stationary processes
60-XX PROBABILITY THEORY AND STOCHASTIC PROCESSES (For additional applications, see 11Kxx, 62-XX, 90-XX, 91-XX, 92-XX, 93-XX, 94-XX) / 60Kxx Special processes / 60K25 Queueing theory [See also 68M20, 90B22]
68-XX COMPUTER SCIENCE (For papers involving machine computations and programs in a specific mathematical area, see Section -04 in that area) / 68Mxx Computer system organization / 68M20 Performance evaluation; queueing; scheduling [See also 60K25, 90Bxx]
Date of first Publication:1998/07/30
Series (Serial Number):ZIB-Report (SC-98-21)
ZIB-Reportnumber:SC-98-21
Published in:Appeared in: Methodology and Computing in Applied Probability 1 (1999) 191-210
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