Abstract
Motivated by service levels in terms of the waiting time distribution seen in e.g. call centers, we consider two models for systems with a service disciple that depends on the waiting time. The first model deals with a single server that continuously adapts its service rate based on the waiting time of the first customer in line. In the second model, one queue is served by a primary server which is supplemented by a secondary server when the waiting of the first customer in line exceeds a threshold. Using level crossings for the waiting time process of the first customer in line, we derive steady-state waiting time distributions for both models. The results are illustrated with numerical examples.
Original language | English |
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Journal | Mathematics of Operations Research |
ISSN | 0364-765X |
Publication status | Submitted - 2008 |
Keywords
- Queues
- Overflow
- Contact centers
- Level crossing
- Waiting-time distribution
- Call centers
- Adaptive service rate
- Deterministic threshold