Multiserver Queueing Systems with Retrials and Abandonments and Their Application to Call Centers

The paper studies multiserver retrial queueing systems with m servers. Arrival process is a quite general point process. An arriving customer occupies one of free servers. If upon arrival all servers are busy, then the customer waits for his service in orbit, and after random time retries more and more to occupy a server. The orbit has one waiting space only, and arriving customer, who finds all servers busy and the waiting space occupied, abandons the system. Time intervals between possible retrials are assumed to have arbitrary distribution (the retrial scheme is exactly explained in the paper). The paper provides analysis of this system. Specifically the paper studies optimal number of servers to decrease the loss proportion to a given value. The representation obtained for loss proportion enables us to solve the problem numerically. The algorithm for numerical solution includes effective simulation, which meets the challenge of rare events problem in simulation. Application of the results to call centers is discussed as well.