Real-Time Delay Estimation in Overloaded Multiserver Queues with Abandonments
Management Science · 2009 · Volume 55 · Issue 10
Abstract
We use heavy-traffic limits and computer simulation to study the performance of alternative real-time delay estimators in the overloaded GI / GI / s + GI multiserver queueing model, allowing customer abandonment. These delay estimates may be used to make delay announcements in call centers and related service systems. We characterize performance by the expected mean squared error in steady state. We exploit established approximations for performance measures with a nonexponential abandonment-time distribution to obtain new delay estimators that effectively cope with nonexponential abandonment-time distributions.
Keywords
delay estimation, delay announcements, call centers, many-server queues, customer abandonment, simulation, heavy traffic
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