An Optimal Design of the M/M/C/K Queue for Call Centers
William A. Massey
Department of Operations Research and Financial Engineering
Princeton University
| Time:
01:00pm - 02:00pm |
Location: MP 401 |
Abstract:
Motivated by the performance analysis of call centers, we develop
an optimal design analysis for the M/M/C/K queueing system in steady state.
The number of servers C corresponds to the number of agents and
C+K, where K equals the number of additional waiting spaces,
corresponds to the number of telephone lines. Our goal is to find
the optimal (C,K) for this multi-server, loss and delay queueing
system by holding two key service metrics below their given target
values, for a predetermined level of offered load traffic. This is joint
work with Rodney Wallace of IBM.
Professor Massey is the Edwin S. Wilsey Professor in the Department of
Operations Research and Financial Engineering, a member of the Applied and
Computational
Mathematics Program, and an associate member of the Department of Mathematics
at
Princeton University. From 1981 until 2001, he was a researcher in the
Mathematical
Sciences Research Center at Bell Laboratories of Lucent Technologies.
His research interests include queueing theory, applied probability, as well
as
performance and pricing models for telecommunication systems. He received his
undergraduate degree in Mathematics from Princeton University in 1977 and his
Ph.D. in Mathematics from Stanford University in 1981.
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