In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...

In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...

This paper studies a Markovian two-station tandem queueing network with impatient customers. Queueing networks with abandonment are common in many industries, e.g., call centers and healthcare. Therefore, their management has received much attention. The resulting model is a level-dependent...

1. Introduction -- 2. Closed Queueing Networks -- 3. Literature Review -- 4. Decomposition Approach -- 5. Markov-chain Approach -- 6. Distribution of the Time between Processing Starts -- 7. Conclusion

This book deals with the performance analysis of closed queueing networks with general processing times and finite buffer spaces. It offers a detailed introduction to the problem and a comprehensive literature review. Two approaches to the performance of closed queueing networks are presented....