This book deals with the performance analysis of closed queueing networks with general processing times and finite buffer spaces. It offers a detailed introduction to the problem and a comprehensive literature review. Two approaches to the performance of closed queueing networks are presented....

1. Introduction -- 2. Closed Queueing Networks -- 3. Literature Review -- 4. Decomposition Approach -- 5. Markov-chain Approach -- 6. Distribution of the Time between Processing Starts -- 7. Conclusion

In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...