Universität zu Köln

Barth, Wolfgang, Manitz, Michael and Stolletz, Raik ORCID: 0000-0003-2725-9322 (2010). Analysis of Two-Level Support Systems with Time-Dependent Overflow-A Banking Application. Prod. Oper. Manag., 19 (6). S. 757 - 769. HOBOKEN: WILEY. ISSN 1937-5956

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Abstract

In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent 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.

Item Type:	Journal Article
Creators:	Creators Email ORCID ORCID Put Code Barth, Wolfgang UNSPECIFIED UNSPECIFIED UNSPECIFIED Manitz, Michael UNSPECIFIED UNSPECIFIED UNSPECIFIED Stolletz, Raik UNSPECIFIED orcid.org/0000-0003-2725-9322 UNSPECIFIED
URN:	urn:nbn:de:hbz:38-492784
DOI:	10.1111/j.1937-5956.2010.01155.x
Journal or Publication Title:	Prod. Oper. Manag.
Volume:	19
Number:	6
Page Range:	S. 757 - 769
Date:	2010
Publisher:	WILEY
Place of Publication:	HOBOKEN
ISSN:	1937-5956
Language:	English
Faculty:	Unspecified
Divisions:	Unspecified
Subjects:	no entry
Uncontrolled Keywords:	Keywords Language CALL-CENTER; QUEUING MODELS; APPROXIMATION; QUEUES; CENTERS Multiple languages Engineering, Manufacturing; Operations Research & Management Science Multiple languages
URI:	http://kups.ub.uni-koeln.de/id/eprint/49278