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Dependence of performance indices of a call center on the distribution of calls’ sojourn time in the orbit

  • Systems Analysis
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Cybernetics and Systems Analysis Aims and scope

The operation of a call center is described in the form of a retrial queuing system. The dependence of its performance indices on the Markovian and two-phase Erlang distributions of calls’ sojourn time in the orbit is considered. An analytical model of an M / M / c / / / E 2 retrial queuing system is developed. An asymptotic analysis of some characteristics of M / M / c / 0 / 2/ / M and M / M / c / 0 / 2 / / E 2 systems is performed. An application is developed for solving M / M / c / 0 / N / / N / / E 2 and M / M / c / 0 / N / / M systems using sparse matrices.

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Authors and Affiliations

  1. National Aviation University, Kiev, Ukraine

    S. V. Pustova

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  1. S. V. Pustova
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Correspondence to S. V. Pustova.

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Translated from Kibernetika i Sistemnyi Analiz, No. 2, pp. 170–183, March–April 2009.

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Pustova, S.V. Dependence of performance indices of a call center on the distribution of calls’ sojourn time in the orbit. Cybern Syst Anal 45, 314–325 (2009). https://doi.org/10.1007/s10559-009-9095-3

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  • DOI: https://doi.org/10.1007/s10559-009-9095-3

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