Resource title

Analysis of two-level support systems with time-dependent overflow: a banking application

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Resource description

In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office agent is available. The analysis of such a system with time-dependent overflow is reduced to the analysis of a continuous-time Markov chain with state-dependent overflow probabilities. To approximate the system with time-dependent overflow, some waiting-based performance measures are modified. Numerical results demonstrate the reliability of this Markovian performance approximation for different parameter settings. A sensitivity analysis shows the impact of the waiting-time limit and the dependence of the performance measures on the arrival rate.

Resource author

Wolfgang Barth, Michael Manitz, Raik Stolletz

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Resource publish date

Resource language

eng

Resource content type

text/html

Resource resource URL

http://hdl.handle.net/10419/27208

Resource license

Adapt according to the presented license agreement and reference the original author.