Loss systems in a random environment

We consider a single server system with infinite waiting room in a random environment. The service system and the environment interact in both directions. Whenever the environment enters a prespecified subset of its state space the service process is completely blocked: Service is interrupted and newly arriving customers are lost. We prove an if-and-only-if-condition for a product form steady state distribution of the joint queueing-environment process. A consequence is a strong insensitivity property for such systems. We discuss several applications, e.g. from inventory theory and reliability theory, and show that our result extends and generalizes several theorems found in the literature, e.g. of queueing-inventory processes. We investigate further classical loss systems, where due to finite waiting room loss of customers occurs. In connection with loss of customers due to blocking by the environment and service interruptions new phenomena arise. We further investigate the embedded Markov chains at departure epochs and show that the behaviour of the embedded Markov chain is often considerably different from that of the continuous time Markov process. This is different from the behaviour of the standard M/G/1, where the steady state of the embedded Markov chain and the continuous time process coincide. For exponential queueing systems we show that there is a product form equilibrium of the embedded Markov chain under rather general conditions. For systems with non-exponential service times more restrictive constraints are needed, which we prove by a counter example where the environment represents an inventory attached to an M/D/1 queue. Such integrated queueing-inventory systems are dealt with in the literature previously, and are revisited here in detail

Nonlinear Markov Processes in Big Networks

Big networks express various large-scale networks in many practical areas such as computer networks, internet of things, cloud computation, manufacturing systems, transportation networks, and healthcare systems. This paper analyzes such big networks, and applies the mean-field theory and the nonlinear Markov processes to set up a broad class of nonlinear continuous-time block-structured Markov processes, which can be applied to deal with many practical stochastic systems. Firstly, a nonlinear Markov process is derived from a large number of interacting big networks with symmetric interactions, each of which is described as a continuous-time block-structured Markov process. Secondly, some effective algorithms are given for computing the fixed points of the nonlinear Markov process by means of the UL-type RG-factorization. Finally, the Birkhoff center, the Lyapunov functions and the relative entropy are used to analyze stability or metastability of the big network, and several interesting open problems are proposed with detailed interpretation. We believe that the results given in this paper can be useful and effective in the study of big networks.Comment: 28 pages in Special Matrices; 201

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.