Performance Analysis Of Call Centers Based On M/M/s/k Queue

Development of CTI( computer telephone integral) make call centers be vast used. Comparing with development of building a call center, study of its management falls behind, especially study of its queue pattern. On the light of retrial, feedback and impatience in a call center, this paper tries to study these trait based on queue pattern, and make the analysis be more accurate, more useful.First, this paper studies the system based on M/M/s/k + m queue with retrial and impatience. Then, it studies the system based on M/ M/ s/ k queue with retrial and feedback. On the end, it studies the system based on M/M/s/k + G queue with retrial , feedback and impatience. Moreover, it also studies connections between performance measures.In this paper, the three moulds above mentioned are not studied in the past literatures. In the process of resolution, we try to use a new matrix method. This makes the process be simple. Moreover, we also use numerical calculation method to solve the patterns, and give some conclusions.