Inhomogeneous CTMC Model of a Call Center with Balking and Abandonment

Abstract

This paper considers a nonstationary multiserver queuing model with abandonment and balking for inbound call centers. We present a continuous time Markov chain (CTMC) model which captures the important characteristics of an inbound call center and obtain a numerical solution for its transient state probabilities using uniformization method with steady-state detection. Keywords: call center, transient, Markov processes, numerical methods, uniformization, abandonment, balking

arXiv commentsubmitted to Studia Informatica (http://studiainformatica.polsl.pl/). arXiv admin note: substantial text overlap with arXiv:1410.0804