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


Barth, Wolfgang ; Manitz, Michael ; Stolletz, Raik



DOI: https://doi.org/10.1111/j.1937-5956.2010.01155.x
URL: https://onlinelibrary.wiley.com/doi/full/10.1111/j...
Additional URL: https://www.researchgate.net/publication/5091174_A...
Document Type: Article
Year of publication: 2010
The title of a journal, publication series: Production and Operations Management : POMS
Volume: 19
Issue number: 6
Page range: 757-768
Place of publication: Hoboken, NJ
Publishing house: Wiley-Blackwell
ISSN: 1059-1478 , 1937-5956
Publication language: English
Institution: Business School > ABWL u. Produktion (Stolletz)
Subject: 650 Management
Keywords (English): financial service operations, performance evaluation, queueing models of call centers, time-dependent overflow
Abstract: In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a timedependent 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.

Dieser Datensatz wurde nicht während einer Tätigkeit an der Universität Mannheim veröffentlicht, dies ist eine Externe Publikation.




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