| 基于负顾客M/M/s/k＋M重试、反馈排队的呼叫中心性能分析 |
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| 引用本文： | 鲍媛媛,朱翼隽.基于负顾客M/M/s/k＋M重试、反馈排队的呼叫中心性能分析[J].成都信息工程学院学报,2008,23(6):692-697. |
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| 作者姓名： | 鲍媛媛 朱翼隽 |
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| 作者单位： | 江苏大学理学院,江苏,镇江,212013 |
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| 基金项目： | 国家自然科学基金资助项目
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| 摘 要： | 针对顾客到达时遇忙音重试、服务结束后以一定概率重新请求服务、顾客在排队中因不耐烦而放弃等待,以及负顾客等因素对系统产生的影响,研究了一类具有负顾客到达的,且顾客在ACD中排队中会因不耐烦而放弃等待的M/M/s/k＋M重试、反馈排队模型.运用矩阵几何方法求解,给出了解析解和系统的稳态性能指标,并给出数值计算实例以及适当提高服务率能降低总的顾客损失率等结论.
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| 关 键 词： | 排队 负顾客 呼叫中心 重试 反馈 |
Performance analysis of call center based on M/M/s/k+M retrial queue with feedback and negative customers |
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| BAO Yuan-yuan,ZHU Yi-jun.Performance analysis of call center based on M/M/s/k+M retrial queue with feedback and negative customers[J].Journal of Chengdu University of Information Technology,2008,23(6):692-697. |
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| Authors: | BAO Yuan-yuan ZHU Yi-jun |
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| Institution: | BAO Yuan-yuan,ZHU Yi-jun(Faculty of Science,Jiangsu University,Zhenjiang 212013,China) |
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| Abstract: | The M/M/s/k+M retrial queuing models with negative customer arrival and abandon of wait with impatience in the ACD queuing are studied.The matrix geometrical method is used to obtain the analytic solution system stability index for the feedback queue model.A numerical example and some conclusions are given such as more customers can be served by using quicker service rate. |
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| Keywords: | queue negative customer call center retrial feedback |
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