Probabilistic Inference in Queueing Networks

Although queueing models have long been used to model the performance of computer systems, they are out of favor with practitioners, because they have a reputation for requiring unrealistic distributional assumptions. In fact, these distributional assumptions are used mainly to facilitate analytic approximations such as asymptotics and large-deviations bounds. In this paper, we analyze queueing networks from the probabilistic modeling perspective, applying inference methods from graphical models that afford significantly more modeling flexibility. In particular, we present a Gibbs sampler and stochastic EM algorithm for networks of M/M/1 FIFO queues. As an application of this technique, we localize performance problems in distributed systems from incomplete system trace data. On both synthetic networks and an actual distributed Web application, the model accurately recovers the system’s service time using 1 % of the available trace data.

Asymptotic behavior of the loss probability for an M/G/1/N queue with vacations

In this paper, asymptotic properties of the loss probability are considered for an M/G/1/N queue with server vacations and exhaustive service discipline, denoted by an M/G/1/N -(V, E)-queue. Exact asymptotic rates of the loss probability are obtained for the cases in which the traffic intensity is smaller than, equal to and greater than one, respectively. When the vacation time is zero, the model considered degenerates to the standard M/G/1/N queue. For this standard queueing model, our analysis provides new or extended asymptotic results for the loss probability. In terms of the duality relationship between the M/G/1/N and GI/M/1/N queues, we also provide asymptotic properties for the standard GI/M/1/N model

Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective

A call center is a service network in which agents provide telephone-based services. Customers that seek these services are delayed in tele-queues. This paper summarizes an analysis of a unique record of call center operations. The data comprise a complete operational history of a small banking call center, call by call, over a full year. Taking the perspective of queueing theory, we decompose the service process into three fundamental components: arrivals, customer abandonment behavior and service durations. Each component involves different basic mathematical structures and requires a different style of statistical analysis. Some of the key empirical results are sketched, along with descriptions of the varied techniques required. Several statistical techniques are developed for analysis of the basic components. One of these is a test that a point process is a Poisson process. Another involves estimation of the mean function in a nonparametric regression with lognormal errors. A new graphical technique is introduced for nonparametric hazard rate estimation with censored data. Models are developed and implemented for forecasting of Poisson arrival rates. We then survey how the characteristics deduced from the statistical analyses form the building blocks for theoretically interesting and practically useful mathematical models for call center operations. Key Words: call centers, queueing theory, lognormal distribution, inhomogeneous Poisson process, censored data, human patience, prediction of Poisson rates, Khintchine-Pollaczek formula, service times, arrival rate, abandonment rate, multiserver queues.