Abstract In this paper, we consider the Bayesian inference of M/M/𝑅 queue with 𝑅 heterogeneous servers with service rates \mu_{1},\mu_{2},\ldots,\mu_{R} , where \mu_{1}\mu_{2}\cdots\mu_{R} . Assuming multivariate gamma prior distribution for service rates and gamma prior distribution for...

Important features to be included in queueing-theoretic models of the call center operation are multiple servers, impatient customers, time-varying arrival process, and operator's after-call work (ACW). We propose a fluid approximation technique for the queueing model with these features by...

Important features to be included in queueing-theoretic models of the call center operation are multiple servers, impatient customers, time-varying arrival process, and operator’s after-call work (ACW). We propose a fluid approximation technique for the queueing model with these features by...