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On $$M^{X}/G(M/H)/1$$ M X / G ( M / H ) / 1 retrial system with vacation: service helpline performance measurement

Author

Listed:
  • Wee Meng Yeo

    (Singapore Institute of Manufacturing Technology (SIMTech))

  • Xue-Ming Yuan

    (Singapore Institute of Manufacturing Technology)

  • Joyce Mei Wan Low

    (Singapore Management University)

Abstract

This paper analyzes an unreliable $$M^{X}/G(M/H)/1$$ M X / G ( M / H ) / 1 retrial system with vacation. We present closed-form expressions for the important performance indicators of the system, and derive the optimal vacation policies for minimizing the average waiting time of orbiting customers. The performance metrics relevant for helpline services are developed. Numerical experiments are conducted to examine the effect of vacation policy on the queue length and busy period of the system.

Suggested Citation

  • Wee Meng Yeo & Xue-Ming Yuan & Joyce Mei Wan Low, 2017. "On $$M^{X}/G(M/H)/1$$ M X / G ( M / H ) / 1 retrial system with vacation: service helpline performance measurement," Annals of Operations Research, Springer, vol. 248(1), pages 553-578, January.
    • Handle: RePEc:spr:annopr:v:248:y:2017:i:1:d:10.1007_s10479-016-2207-3
    DOI: 10.1007/s10479-016-2207-3
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    References listed on IDEAS

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