### Impacto

Artalejo, Jesús R. and Pla, V.
(2009)
*On the impact of customer balking, impatience and retrials in telecommunication systems.*
Computers & Mathematics with Applications , 57
(2).
pp. 217-229.
ISSN 0898-1221

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Official URL: http://www.sciencedirect.com/science/article/pii/S0898122108006354

## Abstract

This paper deals with a Markovian multiserver model, where the simultaneous effect of customerbalking, impatience and retrials is evaluated. The study of systems incorporating these features is motivated by the observation of real service systems where these queueing phenomena interact. Simple approximations based on truncation and generalized truncation are provided. These approximations are compared according to different criteria for several selected scenarios. Finally, our results are used to evaluate the optimal ratio between the number of available channels and the number of waiting positions in an application to call center management.

Item Type: | Article |
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Uncontrolled Keywords: | Call reattempts; Balking; Impatience; Call centers; Telecommunication systems |

Subjects: | Sciences > Mathematics > Operations research |

ID Code: | 15201 |

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Deposited On: | 25 May 2012 08:30 |

Last Modified: | 06 Feb 2014 10:18 |

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