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arXiv · 1504.07908

Inhomogeneous CTMC Model of a Call Center with Balking and Abandonment

Maciej Rafal Burak
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Abstract

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

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Maciej Rafal Burak. 2015-04-29. Inhomogeneous CTMC Model of a Call Center with Balking and Abandonment. https://arxiv.org/abs/1504.07908

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