Aguir, M. Salah; Aksin, O. Zeynep; Karaesmen, Fikri; … - In: European Journal of Operational Research 191 (2008) 2, pp. 398-408
This paper models a call center as a Markovian queue with multiple servers, where customer impatience, and retrials are modeled explicitly. The model is analyzed as a continuous time Markov chain. The retrial phenomenon is explored numerically using a real example, to demonstrate the magnitude...