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Performance measures for service systems with a random arrival rate

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3 Author(s)
S. G. Steckley ; Sch. of OR & IE, Cornell Univ., Ithaca, NY, USA ; S. G. Henderson ; V. Mehrotra

It is commonly assumed that the arrival process of customers to a service system is a nonhomogeneous Poisson process. Call center data often refute this assumption, and several authors have postulated a doubly-stochastic Poisson process for arrivals instead. We develop approximations for both the long-run fraction of calls answered quickly, and the distribution of the fraction of calls answered quickly within a short period. We also perform a computational study to evaluate the approximations and improve our understanding of such systems.

Published in:

Proceedings of the Winter Simulation Conference, 2005.

Date of Conference:

4-7 Dec. 2005