2015/04/29 by Maciej Rafal Burak
Computer Science · #cs.PF
published as Studia Informatica, Vol 36, No 2 (2015):23-34, jun 2015 · submitted to Studia Informatica (http://studiainformatica.polsl.pl/). arXiv admin note: substantial text overlap with arXiv:1410.0804
arxiv created 2015/04/29 · arxiv updated 2015/06/26
This paper considers a nonstationary multiserver queuing model with abandonment and balking for inbound call centers. We present a continuous time Markov chain (CTMC) model which captures the important characteristics of an inbound call center and obtain a numerical solution for its transient state probabilities using uniformization method with steady-state detection. Keywords: call center, transient, Markov processes, numerical methods, uniformization, abandonment, balking