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Master's Dissertation
DOI
10.11606/D.45.2009.tde-22122009-184812
Document
Author
Full name
Gabriela Cantisano
E-mail
Institute/School/College
Knowledge Area
Date of Defense
Published
São Paulo, 2009
Supervisor
Committee
Magalhaes, Marcos Nascimento (President)
Bressan, Graca
Bueno, Vanderlei da Costa
Title in Portuguese
Aproximações para a fila M/G/s/r+G.
Keywords in Portuguese
central de atendimento
filas com abandono de clientes
processo de nascimento e morte
teoria das filas
Abstract in Portuguese
Este trabalho estuda medidas de desempenho aproximadas em centrais de atendimento, apresentadas pelo modelo M/G/s/r+G. As aproximações são calculadas a partir do modelo M/M/s/r+M(n). Os resultados foram extendidos para o caso de mais de um tipo de cliente, apresentado pelo modelo M/Mi/s/r+Mi(n). Para dois casos particulares com 2 tipos de clientes, as aproximações citadas foram avaliadas numericamente e comparadas com os resultados de referência obtidos através de simulação. Os resultados aproximados comprovam que a aproximação é bastante satisfatória.
Title in English
Approximations for the M/G/s/r+G queue.
Keywords in English
birth-and-deth processes
call center
queueing theory
queues with customer abandonment
Abstract in English
We study approximations for performance measures of call centers, represented by M/G/s/r+G queueing model. We use the measures computed in the M/M/s/r+M(n) queueing model. The results were extended for more then one type of customer, represented by M/Mi/s/r+Mi(n) queueing model. For two particular cases with two types of customers, the mentioned approaches were numerically evaluated and compared with the results of reference obtained by simulation. The approximate results show that the approach is quite satisfactory.
 
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Publishing Date
2010-10-29
 
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