Approximations for chat service systems using many-server diffusion limits

Tezcan, T and Cui, L (2016) Approximations for chat service systems using many-server diffusion limits. Mathematics of Operations Research, 41 (3). pp. 775-807. ISSN 0364-765X

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We study a queueing model of customer service chat systems. A unique feature of these queueing systems is that a single agent can serve multiple customers simultaneously. We prove the convergence of the queueing process to different diffusion processes in a many-server heavy-traffic regime in three different cases. Using this result, we are able to offer approximations for the steady-state performance measures such as the number of customers in the system, the abandonment probability, and the sojourn time of a customer. Our numerical experiments show that proposed approximations are accurate in various cases.

Item Type: Article
Additional Information: © 2016 INFORMS
Subject Areas: Management Science and Operations
DOI: 10.1287/moor.2015.0754
Date Deposited: 02 Mar 2016 18:51
Last Modified: 17 Feb 2017 14:36

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