Two fluid approximations for multi-server queues with abandonments

Operations Research Letters

Volumn 33, Issue 4, 2005, Pages 363-372

  Whitt, Ward ^a  

^a Columbia University ^*  (United States)

Author keywords

Call centers; Diffusion approximations; Fluid limits; Heavy traffic limits; Multi server queues with abandonment; Queues with state dependent rates

Indexed keywords

ALGORITHMS; APPROXIMATION THEORY; CONVERGENCE OF NUMERICAL METHODS; DIFFUSION; MATHEMATICAL MODELS; PROBABILITY; QUALITY OF SERVICE; SERVERS; TELECOMMUNICATION TRAFFIC;

CALL CENTRES; DIFFUSION APPROXIMATIONS; FLUID LIMITS; HEAVY-TRAFFIC LIMITS; MULTI-SERVER QUEUES WITH ABANDONMENT; QUEUES WITH STATE-DEPENDENT RATES;

QUEUEING NETWORKS;

EID: 14844334899     PISSN: 01676377     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.orl.2004.09.002     Document Type: Article

References (13)

1. P. Billingsley Convergence of Probability Measures second ed. 1999 Wiley New York
2. N. Gans, G. Koole, and A. Mandelbaum Telephone call centers tutorial, review and research prospects Manufacturing Service Oper. Management 5 2003 79 141
3. O. Garnett, A. Mandelbaum, and M.I. Reiman Designing a call center with impatient customers Manufacturing Service Oper. Management 4 2002 208 227
4. D.L. Iglehart Limit diffusion approximations for the many server queue and the repairman problem J. Appl. Probab. 2 1965 429 441
5. S. Karlin, and H.M. Taylor A Second Course in Stochastic Processes 1981 Academic Press New York
6. A. Mandelbaum, and G. Pats State-dependent queues approximations and applications F.P. Kelly R.J. Williams Stochastic Networks, IMA Volumes in Mathematics 1995 Springer Berlin 239 282
7. A. Mandelbaum, and S. Zeltyn The impact of customers patience on delay and abandonment some empirically-driven experiments with the M / M / n + G queue OR Spectrum 26 2004 377 411
8. C. Stone Limit theorems for random walks, birth and death processes and diffusion processes Illinois J. Math. 4 1963 638 660
9. D.Y. Sze A queueing model for telephone operator staffing Oper. Res. 32 1984 229 249
10. W. Whitt Stochastic-Process Limits 2002 Springer New York
11. W. Whitt, Engineering solution of a basic call-center model, Management Sci., 2005a, to appear. (http://columbia.edu/ ∼ ww2040).
12. W. Whitt, Efficiency-driven heavy-traffic approximations for many-server queues with abandonments, Management Sci., 2005b, to appear.
13. W. Whitt, Fluid models for multiserver queues with abandonments, Oper. Res., 2005c, to appear.