An Asymptotic Analysis of a Queuing Model for a Call Center

Abstract

This article deals with the simplest abandonment model in which the customer’s patience is exponentially distributed and the capacity of the system is unlimited. Sze (1984, 229-249) has designed a queuing model for the telephone operating system without abandonment. The most common model which supports the workforce management of the telephone centre is M/M/N/B and some special cases can be analyzed as M/M/N with Erlang distribution C’ which models out busy signals and M/M/N/N queuing model with Erlang B distribution disallow the waiting concept. Many queuing models lack the feature that impatient customers might decide to leave, before the service begins. In this article, the simplest abandonment model is considered is M/ M/N+M which includes abandonment and this model can be used to analyse, provide information which is important for the call center managers. Based on the numerical calculations and graphical representations this model can be considered as an appropriate queuing model to manage a large call center in heavy traffic with abandonment.