重试,反馈M/M/s/k排队的呼叫中心性能分析

由于CTI(计算机电话集成)技术的发展,使呼叫中心得到广泛的应用.与呼叫中心实现技术的发展相比,对呼叫中心管理的研究显得有些滞后,而针对呼叫中心排队模型的研究,更是如此.针对呼叫中心服务系统中的重试和反馈问题,考虑一种带重试和反馈的M/M/s/k排队模型.将等待位置和服务台数推广到有限个.在模型求解过程中,尝试采用矩阵迭代的新方法,使求解过程简单明了.然后,采用逼近的方法给出模型的数值解,并得出反馈对系统的影响随系统负荷的增大而快速增大等结论.     

A batch arrival retrial queue with starting failures,feedback and admission control

This paper is concerned with the analysis of a feedback M^[X]/G/1 retrial queue with starting failures and general retrial times. In a batch, each individual customer is subject to a control admission policy upon arrival. If the server is idle, one of the customers admitted to the system may start its service and the rest joins the retrial group, whereas all the admitted customers go to the retrial group when the server is unavailable upon arrival. An arriving customer (primary or retrial) must turn-on the server, which takes negligible time. If the server is started successfully (with a certain probability), the customer gets service immediately. Otherwise, the repair for the server commences immediately and the customer must leave for the orbit and make a retrial at a later time. It is assumed that the customers who find the server unavailable are queued in the orbit in accordance with an FCFS discipline and only the customer at the head of the queue is allowed for access to the server. The Markov chain underlying the considered queueing system is studied and the necessary and sufficient condition for the system to be stable is presented. Explicit formulae for the stationary distribution and some performance measures of the system in steady-state are obtained. Finally, some numerical examples are presented to illustrate the influence of the parameters on several performance characteristics.     

A single server retrial queue with general retrial times and two-phase service

An M / G / 1 retrial queue with a first-come-first-served (FCFS) orbit, general retrial time, two-phase service and server breakdown is investigated in this paper. Customers are allowed to balk and renege at particular times. Assume that the customers who find the server busy are queued in the orbit in accordance with an FCFS discipline. All customers demand the first “essential” service, whereas only some of them demand the second “optional” service, and the second service is multioptional. During the service, the server is subject to breakdown and repair. Assume that the retrial time, the service time, and the repair time of the server are all arbitrarily distributed. By using the supplementary variables method, the authors obtain the steady-state solutions for both queueing and reliability measures of interest. This research is supported by the National Natural Science Foundation of China under Grant No. 10871020.     

带负顾客和不耐烦顾客的离散时间Geo/G/1重试排队

考虑了一个带负顾客和不耐烦顾客且重试时间为一般分布的离散时间Geo/G/1重试排队系统. 负顾客带走一个正在服务的顾客, 而对重试组中的顾客无影响.正顾客到达系统若遇服务器忙则可能进入重试组也可能离开系统.通过对此排队系统的嵌入马氏链进行分析, 得到了重试组队长和系统队长的概率母函数. 进而得到了一系列重要的排队指标. 此外, 还推导出了系统的稳态存在条件. 以及对无负顾客和不耐烦顾客时的特例进行了分析. 最后通过几个具体的数值实例演示了一些参数对系统关键性能指标的影响.     

Optimal control of an M/G/1 retrial queue with vacations

In this note, we consider an M/G/1 retrial queue with server vacations, when retrial times, service times and vacation times are arbitrary distributed. The distribution of the number of customers in the system in stationary regime is obtained in terms of generating function. Next, we give heavy traffic approximation of such distribution. We show that the system size can be decomposed into two random variables, one of which corresponds to the system size of the ordinary M/G/1 FIFO queue without vacation. Such a stochastic decomposition property is useful for the computation of performance measures of interest. Finally, we solve simple problems of optimal control of vacation and retrial policies.     

On the single server retrial queue with priority subscribers and server breakdowns

The author concerned the reliability evaluation as well as queueing analysis of M1, M2/G1, G2/1 retrial queues with two different types of primary customers arriving according to independent Poisson flows. In the case of blocking, the first type of customers can be queued whereas the second type of customers must leave the service area but return after some random period of time to try their luck again. The author assumes that the server is unreliable and it has a service-type dependent, exponentially distributed life time as well as a service-type dependent, generally distributed repair time. The necessary and sufficient condition for the system to be stable is investigated. Using a supplementary variable method, the author obtains a steady-state solution for queueing measures, and the transient as well as the steady-state solutions for reliability measures of interest.     

A discrete-time Geo/G/1 retrial queue with J-vacation policy and general retrial times

The authors discuss a discrete-time Geo/G/1 retrial queue with J-vacation policy and general retrial times. As soon as the orbit is empty, the server takes a vacation. However, the server is allowed to take a maximum number J of vacations, if the system remains empty after the end of a vacation. If there is at least one customer in the orbit at the end of a vacation, the server begins to serve the new arrivals or the arriving customers from the orbit. For this model, the authors focus on the steady-state analysis for the considered queueing system. Firstly, the authors obtain the generating functions of the number of customers in the orbit and in the system. Then, the authors obtain the closed-form expressions of some performance measures of the system and also give a stochastic decomposition result for the system size. Besides, the relationship between this discrete-time model and the corresponding continuous-time model is also investigated. Finally, some numerical results are provided.     

Discrete-time Geo/G/1 retrial queues with general retrial time and Bernoulli vacation

This paper considers a discrete-time Geo/G/1 retrial queue where the retrial time has a general distribution and the server is subject to Bernoulli vacation policy.It is assumed that the server, after each service completion,begins a process of search in order to find the following customer to be served with a certain probability,or begins a single vacation process with complementary probability. This paper analyzes the Markov chain underlying the queueing system and obtain its ergodicity condition.The generating functions of the number of customers in the orbit and in the system are also obtained along with the marginal distributions of the orbit size when the server is idle,busy or on vacation.Finally,the author gives two stochastic decomposition laws,and as an application the author gives bounds for the proximity between the system size distributions of the model and the corresponding model without retrials.     

可重排队M／M／1（0）系统的模拟分析

使用ＳＩＭＡＮ仿真语言对可重排队Ｍ／Ｍ／１（０）系统进行了仿真模拟试验和分析。仿真试验结果除与该系统的理论解析解一致外，还具有简捷、直观、高效、低耗的优点，尤其在分析系统参数（顾客到达时间间隔、服务时间、顾客重复排队的时间间隔）对系统的服务务性能的影响方面，上述优势体现得更为明显.     

Optimal design for a retrial queueing system with state-dependent service rate

This paper considers a single server retrial queue in which a state-dependent service policy is adopted to control the service rate. Customers arrive in the system according to a Poisson process and the service times and inter-retrial times are all exponentially distributed. If the number of customers in orbit is equal to or less than a certain threshold, the service rate is set in a low value and it also can be switched to a high value once this number exceeds the threshold. The stationary distribution and two performance measures are obtained through the partial generating functions. It is shown that this state-dependent service policy degenerates into a classic retrial queueing system without control policy under some conditions. In order to achieve the social optimal strategies, a new reward-cost function is established and the global numerical solutions, obtained by Canonical Particle Swarm Optimization algorithm, demonstrate that the managers can get more benefits if applying this state-dependent service policy compared with the classic model.     

N个不同部件串联而成的M/G/1可修排队系统

考虑服务台由N个不同部件串联而成的M/G/1可修排队系统,其中服务台正常当且仅当N个部件都正常.在假定每个部件的寿命服从指数分布,而故障部件的修理时间服从一般分布下,通过引入服务台的"广义忙期",提出了分析服务台有关可靠性指标的一种新方法,用该方法更加简洁的讨论了服务台的许多感性趣的可靠性指标,得到了一些重要的可靠性结果,推广了已有的结论.     

An M/G/1 Queueing System with Delay Server Vacations

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分析M／G／1排队系统队长分布的方法注记

利用系统忙期和ＬＳ变换，本文获得从任意初始状态出发的Ｍ／Ｇ／１排队系统队长瞬态解的ＬＳ变换表达式以及平稳队长分布的表达式，并在Ｍ／Ｍ／１排队系统中验证了其正确性．值得注意的是本文提出的方法简洁、直观．     

具有强占优先权的不耐烦顾客的M/M/m/k排队模型

首先研究只有一类不耐烦顾客的M/M/m排队模型,其中顾客到达服从相互独立的泊松分布,服务时间服从相互独立的指数分布,到达率与服务率随着系统中的顾客数而发生变化。顾客的耐心等待时间(截止到服务开始前)服从指数分布。在此基础上进一步研究两类顾客到达的M/M/m/k排队系统。其中第一类顾客对于第二类顾客有强占优先权,两类顾客的到达率与服务率随着系统中顾客人数而发生变化。采用矩阵分析的方法得到了两类顾客各自的稳态分布,并有相应的性能分析,为系统的优化设计提供了依据。     

The M/M/1 queue with working vacations and vacation interruptions

In this paper, we study the M/M/1 queue with working vacations and vacation interruptions. The working vacation is introduced recently, during which the server can still provide service on the original ongoing work at a lower rate. Meanwhile, we introduce a new policy：, the server can come back from the vacation to the normal working level once some indices of the system, such as the number of customers, achieve a certain value in the vacation period. The server may come back from the vacation without completing the vacation. Such policy is called vacation interruption. We connect the above mentioned two policies and assume that if there are customers in the system after a service completion during the vacation period, the server will come back to the normal working level. In terms of the quasi birth and death process and matrix-geometric solution method, we obtain the distributions and the stochastic decomposition structures for the number of customers and the waiting time and provide some indices of systems.     

基于M/M/1/SV排队的均衡门限策略

考虑单重休假M/M/1排队, 在部分可视的前提下, 研究顾客的均衡门限策略, 首次将单重休假机制引入到连续时间排队经济学模型中. 系统的决策主体是顾客, 突破了以往只注重服务机构单方面行为的局限. 基于“收入-支出”结构, 利用马尔可夫过程理论, 通过求解差分方程, 分析了系统的稳态行为, 得到了顾客的平均逗留时间; 进而构造适当的函数, 给出了寻找 均衡纯门限策略, 均衡混合门限策略的具体方法并证明之; 而后在不同的策略下, 得出了系统的稳态分布和均衡社会收益; 最后, 通过数值实验分析了均衡行为的各指标对系统参数的敏感性. 研究结果为顾客决策提供了优化建议, 同时为管理者研究系统中的定价问题提供了理论参考.     

负顾客、带启动期和备用服务员的M/M/1休假排队系统

考虑一类有正、负顾客, 带启动期和有备用服务员的M/M/1休假排队系统. 负顾客一对一抵消队尾的正顾客(若有), 若系统中无正顾客, 到达的负顾客自动消失, 负顾客不接受服务.系统中两个服务员, 其中一个在岗工作时另外一个备用.上岗服务员若因为某种原因休假, 备用服务员立即替换上岗.当系统变空时, 系统关闭.用拟生灭过程和矩阵几何解方法, 得到了稳态队长的分布, 此外, 证明了稳态条件下队长的条件随机分解并得到了附加队长的分布. 最后, 通过两个数值例子说明该模型可以较好的模拟一些实际问题.     

The Queue Length Distribution for M/G/1 Queue with Delay Single Server Vacation

1　IntroductionDuringrecentseveraldecadesmanyauthorsstudiedM/G/1queueswithdifferentservervacationregimes(seeRefs.[1～6]).Theynotonlystudiedthestochasticdecompositionpropertiesofthequeuelengthandwaitingtimewhenthesystemisinequilibrium,butalsostudiedthetransientandequilibriumdistributionsofthequeuelength.InRef.[6]theau-thorsstudiedM/G/1queuewithdelaymultipleservervacationsinwhichtheserverhasthreestates:vacation-preparation,vacationandbusyperiod.InthispaperwefirstdiscusstheM/G/1queuewithdelay…     

ANALYSIS AND COMPUTATIONAL ALGORITHM FOR QUEUES WITH STATE-DEPENDENT VACATIONS I： G/M（n）/1/K

In this paper we study a queueing system with state-dependent services and state-dependent vacations, or simply G/M（n）/1/K. Since the service rate is state-dependent, this system includes G/M/c and G/M/c/K queues with various types of station vacations as special cases. We provide a recursive algorithm using the supplementary variable technique to numerically compute the stationary queue length distribution of the system. The only input requirement is the Laplace-Stieltjes transform of the interarrival distribution as well as the state-dependent service rate and state-dependent vacation rate. In a subsequent companion paper, we study its dual system M（n）/G/1/K queue with statedependent vacations.     

急诊非强占优先权下Geom/NB/1排队系统常规病人等待时间及损失率

考虑CT室具有急诊非强占优先权和常规病人有限容量的Geom/NB/1排队系统.首先构造一个二维拟生灭链,用矩阵几何解方法获得平稳分布.对同一排队系统再构造一个一维生死链,用全概率分解技术获得处于等待队列第J相位的常规病人的等待时间.然后用平稳分布获得任意一个常规病人的期望等待时间和他被拒绝进入的概率.最后以医院实际数据为基础给出数值算例.分析可变参数对常规病人队列等待时间,损失率和医疗资源利用率的影响.