Help desk center operating model as a two-phase queueing system

Help desk center operating model as a two-phase queueing system We consider a two-phase queueing system with a Markovian arrival flow as an operating model for a help desk center. The first phase is a multiserver system with a finite buffer and impatient customers. After getting service in the first phase, a customer either enters the second phase with an infinite buffer or quits the system. Service times at the first and second stages have phase-type distributions with different parameters. We obtain an existence condition for a stationary regime of the system. An algorithm for computing stationary probabilities and basic performance characteristics of the system is presented. Laplace-Stieltjes transforms for the distributions of sojourn and waiting times in the first and second phases are found. Results of numerical experiments are presented. Optimization problem for the system operation is solved numerically. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Problems of Information Transmission Springer Journals

Help desk center operating model as a two-phase queueing system

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Publisher
Springer Journals
Copyright
Copyright © 2013 by Pleiades Publishing, Ltd.
Subject
Engineering; Communications Engineering, Networks; Electrical Engineering; Information Storage and Retrieval; Systems Theory, Control
ISSN
0032-9460
eISSN
1608-3253
D.O.I.
10.1134/S0032946013010067
Publisher site
See Article on Publisher Site

Abstract

We consider a two-phase queueing system with a Markovian arrival flow as an operating model for a help desk center. The first phase is a multiserver system with a finite buffer and impatient customers. After getting service in the first phase, a customer either enters the second phase with an infinite buffer or quits the system. Service times at the first and second stages have phase-type distributions with different parameters. We obtain an existence condition for a stationary regime of the system. An algorithm for computing stationary probabilities and basic performance characteristics of the system is presented. Laplace-Stieltjes transforms for the distributions of sojourn and waiting times in the first and second phases are found. Results of numerical experiments are presented. Optimization problem for the system operation is solved numerically.

Journal

Problems of Information TransmissionSpringer Journals

Published: Apr 13, 2013

References

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