Inhomogeneous CTMC Model of a Call Center with Balking and Abandonment
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
cs.PF↗