Applications of maximum queue lengths to call center management [An article from: Computers and Operations Research]

This digital document is a journal article from Computers and Operations Research, published by Elsevier in 2007. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.

Description:
This paper deals with the distribution of the maximum queue length in two-dimensional Markov models. In this framework, two typical assumptions are: (1) the stationary regime, and (2) the system homogeneity (i.e., homogeneity of the underlying infinitesimal generator). In the absence of these assumptions, the computation of the stationary queue length distribution becomes extremely intricate or, even, intractable. The use of maximum queue lengths provides an alternative queueing measure overcoming these problems. We apply our results to some problems arising from call center management.