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On a Two-queue Priority System with Impatience and Its Application to a Call Center

出版	ZIB, 1998
URL	http://books.google.com.hk/books?id=Ct_htgAACAAJ&hl=&source=gbs_api

註釋Abstract: "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 beind 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 stabiity 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."