Abstract
A multi-server queueing system with a Markovian Arrival Process (MAP), an infinite buffer and impatient customers useful in modeling a call center with a call-back option is investigated. The service time of a customer by a server has an exponential distribution. If all servers are busy at a customer arrival epoch, the customer may leave the system forever or move to the buffer (such a customer is referred to as a real customer), or, alternatively, request for call-back (such a customer is referred to as a virtual customer). During a waiting period, the real customer can be impatient and can leave the system without the service or request for call-back (becomes a virtual customer). An efficient algorithm for calculating the stationary probabilities of system states is proposed. Some key performance measures are calculated. The Laplace-Stieltjes transform of the sojourn time distribution for virtual customers is derived. Some numerical results are presented.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
