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Retrial queues with balanced call blending: analysis of single-server and multiserver model

Tuan Phung-Duc, Wouter Rogiest UGent, Yutaka Takahashi and Herwig Bruneel UGent (2016) ANNALS OF OPERATIONS RESEARCH. 239(2). p.429-449
abstract
In call centers, call blending consists in the mixing of incoming and outgoing call activity, according to some call blending balance. Recently, Artalejo and Phung-Duc have developed an apt model for such a setting, with a two way communication retrial queue. However, by assuming a classical (proportional) retrial rate for the incoming calls, the short-term blending balance is heavily impacted by the number of incoming calls, which may be undesired, especially when the balance between incoming and outgoing calls is vital to the service offered. In this contribution, we consider an alternative to classical call blending, through a retrial queue with constant retrial rate for incoming calls. For the single-server case (one operator), a generating functions approach enables to derive explicit formulas for the joint stationary distribution of the number of incoming calls and the system state, and also for the factorial moments. This is complemented with a stability analysis, expressions for performance measures, and also recursive formulas, allowing reliable numerical calculation. A correlation study enables to study the system's short-term blending balance, allowing to compare it to that of the system with classical retrial rate. For the multiserver case (multiple operators), we provide a quasi-birth-and-death process formulation, enabling to derive a sufficient and necessary condition for stability in this case (in a simple form), a numerical recipe to obtain the stationary distribution, and a cost model.
Please use this url to cite or link to this publication:
author
organization
year
type
journalArticle (original)
publication status
published
subject
keyword
Retrial queues, Markov chain, Single server, Multiserver, Call centers, Call blending, CENTERS
journal title
ANNALS OF OPERATIONS RESEARCH
volume
239
issue
2
pages
429 - 449
publisher
Springer US
Web of Science type
Article
Web of Science id
000374555300005
JCR category
OPERATIONS RESEARCH & MANAGEMENT SCIENCE
JCR impact factor
1.709 (2016)
JCR rank
33/83 (2016)
JCR quartile
2 (2016)
ISSN
0254-5330
DOI
10.1007/s10479-014-1598-2
language
English
UGent publication?
yes
classification
A1
copyright statement
I have transferred the copyright for this publication to the publisher
id
6871654
handle
http://hdl.handle.net/1854/LU-6871654
date created
2015-07-09 17:07:12
date last changed
2016-12-19 15:48:03
@article{6871654,
  abstract     = {In call centers, call blending consists in the mixing of incoming and outgoing call activity, according to some call blending balance. Recently, Artalejo and Phung-Duc have developed an apt model for such a setting, with a two way communication retrial queue. However, by assuming a classical (proportional) retrial rate for the incoming calls, the short-term blending balance is heavily impacted by the number of incoming calls, which may be undesired, especially when the balance between incoming and outgoing calls is vital to the service offered. In this contribution, we consider an alternative to classical call blending, through a retrial queue with constant retrial rate for incoming calls. For the single-server case (one operator), a generating functions approach enables to derive explicit formulas for the joint stationary distribution of the number of incoming calls and the system state, and also for the factorial moments. This is complemented with a stability analysis, expressions for performance measures, and also recursive formulas, allowing reliable numerical calculation. A correlation study enables to study the system's short-term blending balance, allowing to compare it to that of the system with classical retrial rate. For the multiserver case (multiple operators), we provide a quasi-birth-and-death process formulation, enabling to derive a sufficient and necessary condition for stability in this case (in a simple form), a numerical recipe to obtain the stationary distribution, and a cost model.},
  author       = {Phung-Duc, Tuan and Rogiest, Wouter and Takahashi, Yutaka and Bruneel, Herwig},
  issn         = {0254-5330},
  journal      = {ANNALS OF OPERATIONS RESEARCH},
  keyword      = {Retrial queues,Markov chain,Single server,Multiserver,Call centers,Call blending,CENTERS},
  language     = {eng},
  number       = {2},
  pages        = {429--449},
  publisher    = {Springer US},
  title        = {Retrial queues with balanced call blending: analysis of single-server and multiserver model},
  url          = {http://dx.doi.org/10.1007/s10479-014-1598-2},
  volume       = {239},
  year         = {2016},
}

Chicago
Phung-Duc, Tuan, Wouter Rogiest, Yutaka Takahashi, and Herwig Bruneel. 2016. “Retrial Queues with Balanced Call Blending: Analysis of Single-server and Multiserver Model.” Annals of Operations Research 239 (2): 429–449.
APA
Phung-Duc, T., Rogiest, W., Takahashi, Y., & Bruneel, H. (2016). Retrial queues with balanced call blending: analysis of single-server and multiserver model. ANNALS OF OPERATIONS RESEARCH, 239(2), 429–449.
Vancouver
1.
Phung-Duc T, Rogiest W, Takahashi Y, Bruneel H. Retrial queues with balanced call blending: analysis of single-server and multiserver model. ANNALS OF OPERATIONS RESEARCH. Springer US; 2016;239(2):429–49.
MLA
Phung-Duc, Tuan, Wouter Rogiest, Yutaka Takahashi, et al. “Retrial Queues with Balanced Call Blending: Analysis of Single-server and Multiserver Model.” ANNALS OF OPERATIONS RESEARCH 239.2 (2016): 429–449. Print.