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We consider basic M/M/c/c (c≥1) retrial queues where the number of busy servers and that of customers in the orbit form a level-dependent quasi-birth-and-death (QBD) process with a special structure. Based on this structure and a matrix continued fraction approach, we develop an efficient algorithm to compute the joint stationary distribution of the numbers of busy servers and retrial customers. Through...
Recently, call centers are important from a customer service point of view because they have a significant impact on customer satisfaction. In general, most of the management cost for call centers is labor cost for Customer Service Representatives (CSRs), and it is important for companies to manage CSRs in a cost-effective manner, keeping a high quality of customer service. Therefore, most of companies...
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