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Full-Text Articles in Operations Research, Systems Engineering and Industrial Engineering
Preemptive Resume Priority Call Center Model With Two Classes Of Map Arrivals, Srinivas R. Chakravarthy, M. Senthil Kumar, R. Arumuganathan
Preemptive Resume Priority Call Center Model With Two Classes Of Map Arrivals, Srinivas R. Chakravarthy, M. Senthil Kumar, R. Arumuganathan
Industrial & Manufacturing Engineering Publications
Generally in call centers, voice calls (say Type 1 calls) are given higher priority over e-mails (say Type 2 calls). An arriving Type 1 call has a preemptive priority over a Type 2 call in service, if any, and the preempted Type 2 call enters into a retrial buffer (of finite capacity). Any arriving call not able to get into service immediately will enter into the pool of repeated calls provided the buffer is not full; otherwise, the call is considered lost. The calls in the retrial pool are treated alike (like Type 1) and compete for service after a …
A Multi-Server Markovian Queueing Model With Primary And Secondary Services, Valentina Klimenok, Srinivas R. Chakravarthy, Alexander Dudin
A Multi-Server Markovian Queueing Model With Primary And Secondary Services, Valentina Klimenok, Srinivas R. Chakravarthy, Alexander Dudin
Industrial & Manufacturing Engineering Presentations And Conference Materials
We study a multi-server queueing model in which the arrivals occur according to a Markovian arrival process. An arriving customer either (a) is lost due to all main servers being busy; or (b) enters into service with one of the main servers and leaves the system (as a satisfied primary customer); (c) enters into a service with one of the main servers, gets service in self-service mode, and is impatient to get a final service with one of the main servers, may leave the system (as a dissatisfied secondary customer); or (d) enters into service with one of the main …