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Investigation of call centers as retrial queuing systems

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Cybernetics and Systems Analysis Aims and scope

Abstract

The paper analyzes the mathematical models of call centers that take into account repeated calls and the specific features and key aspects of modeling call centers as retrial queues. Queuing systems M/M/c/0/L/H j , M/M/c/0///E 2, and M/M/c/0/L//E 2 are considered as models of call centers. Numerical results for the performance indices of these systems are given.

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Authors and Affiliations

  1. National Aviation University, Kyiv, Ukraine

    S. V. Pustova

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

Additional information

The study was supported by the Ministry of Education and Science of Ukraine (NDR of April 22, 2009, Contract No. M/202-2009).

Translated from Kibernetika i Sistemnyi Analiz, No. 3, pp. 162–168, May–June 2010.

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Pustova, S.V. Investigation of call centers as retrial queuing systems. Cybern Syst Anal 46, 494–499 (2010). https://doi.org/10.1007/s10559-010-9224-z

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  • DOI: https://doi.org/10.1007/s10559-010-9224-z

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