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You searched for +publisher:"University of Saskatchewan" +contributor:("Gans, Noah F."). One record found.

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University of Saskatchewan

1. Zhang, Zhidong. Call centres with balking and abandonment: from queueing to queueing network models.

Degree: 2010, University of Saskatchewan

The research on call centres has attracted many researchers from different disciplines recently. In this thesis, we focus on call centre modelling, analysis and design. In terms of modelling, traditionally call centres have been modelled as single-node queueing systems. Based on the Semiopen Queueing Network (SOQN) model proposed by Srinivasan et al. [42], we propose and study SOQN models with balking and abandonment (both exponential and general patience time distributions). In addition, we study the corresponding single-node queueing systems and obtain new results. For each model, we study the queue length distribution, waiting time distribution and the related performance measures. To facilitate the computation, we express the performance measures in terms of special functions. In terms of call centre design, we develop a design algorithm to determine the minimal number of CSRs (S) and trunk lines (N) to satisfy a given set of service level constraints. The explicit expressions for performance measures obtained allow for theoretical analysis of the performance measures. For example we prove monotonicity and convexity properties of performance measures for the M/M/S/N and M/M/S/N + M models. We also study the comparison of different patience time distributions for the M/M/S/N+G model. We provide numerical examples for each model and discuss numerical results such as monotonicity properties of performance measures. In particular, we illustrate the efficacy of our design algorithm for various models including patient, balking and abandonment models. The impact of model parameters on the design of call centres is also discussed based on the numerical examples. The results are computed using Matlab, where special functions are available. Advisors/Committee Members: Srinivasan, Raj, Gans, Noah F., Grassmann, Winfried K., Soteros, Chris, Laverty, William H., Bickis, Mikelis G..

Subjects/Keywords: call centres; abandonment; monotonicity; queueing; balking

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6th Edition):

Zhang, Z. (2010). Call centres with balking and abandonment: from queueing to queueing network models. (Thesis). University of Saskatchewan. Retrieved from http://hdl.handle.net/10388/etd-06222010-103338

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16th Edition):

Zhang, Zhidong. “Call centres with balking and abandonment: from queueing to queueing network models.” 2010. Thesis, University of Saskatchewan. Accessed April 21, 2019. http://hdl.handle.net/10388/etd-06222010-103338.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7th Edition):

Zhang, Zhidong. “Call centres with balking and abandonment: from queueing to queueing network models.” 2010. Web. 21 Apr 2019.

Vancouver:

Zhang Z. Call centres with balking and abandonment: from queueing to queueing network models. [Internet] [Thesis]. University of Saskatchewan; 2010. [cited 2019 Apr 21]. Available from: http://hdl.handle.net/10388/etd-06222010-103338.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Zhang Z. Call centres with balking and abandonment: from queueing to queueing network models. [Thesis]. University of Saskatchewan; 2010. Available from: http://hdl.handle.net/10388/etd-06222010-103338

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

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