SRPT Scheduling Discipline in Many-Server Queues with Impatient Customers

The shortest-remaining-processing-time (SRPT) scheduling policy has been extensively studied, for more than 50 years, in single-server queues with infinitely patient jobs. Yet, much less is known about its performance in multiserver queues. In this paper, we present the first theoretical analysis of SRPT in multiserver queues with abandonment. In particular, we consider the M/GI/s+GI queue and demonstrate that, in the many-sever overloaded regime, performance in the SRPT queue is equivalent, asymptotically in steady state, to a preemptive two-class priority queue where customers with short service times (below a threshold) are served without wait, and customers with long service times (above a threshold) eventually abandon without service. We prove that the SRPT discipline maximizes, asymptotically, the system throughput, among all scheduling disciplines. We also compare the performance of the SRPT policy to blind policies and study the effects of the patience-time and service-time distributions

Steady-state GI/GI/n\mathit{GI}/\mathit{GI}/\mathit{n} queue in the Halfin-Whitt regime

We consider the FCFS $\mathit{GI}/\mathit{GI}/n$ queue in the so-called Halfin-Whitt heavy traffic regime. We prove that under minor technical conditions the associated sequence of steady-state queue length distributions, normalized by $n^{1/2}$, is tight. We derive an upper bound on the large deviation exponent of the limiting steady-state queue length matching that conjectured by Gamarnik and Momcilovic [Adv. in Appl. Probab. 40 (2008) 548-577]. We also prove a matching lower bound when the arrival process is Poisson. Our main proof technique is the derivation of new and simple bounds for the FCFS $\mathit{GI}/\mathit{GI}/n$ queue. Our bounds are of a structural nature, hold for all $n$ and all times $t\geq0$, and have intuitive closed-form representations as the suprema of certain natural processes which converge weakly to Gaussian processes. We further illustrate the utility of this methodology by deriving the first nontrivial bounds for the weak limit process studied in [Ann. Appl. Probab. 19 (2009) 2211-2269].Comment: Published in at http://dx.doi.org/10.1214/12-AAP905 the Annals of Applied Probability (http://www.imstat.org/aap/) by the Institute of Mathematical Statistics (http://www.imstat.org

Critically loaded multi-server queues with abandonments, retrials, and time-varying parameters

In this paper, we consider modeling time-dependent multi-server queues that include abandonments and retrials. For the performance analysis of those, fluid and diffusion models called "strong approximations" have been widely used in the literature. Although they are proven to be asymptotically exact, their effectiveness as approximations in critically loaded regimes needs to be investigated. To that end, we find that existing fluid and diffusion approximations might be either inaccurate under simplifying assumptions or computationally intractable. To address that concern, this paper focuses on developing a methodology by adjusting the fluid and diffusion models so that they significantly improve the estimation accuracy. We illustrate the accuracy of our adjusted models by performing a number of numerical experiments

Many-Server Queues with Time-Varying Arrivals, Customer Abandonment, and non-Exponential Distributions

This thesis develops deterministic heavy-traffic fluid approximations for many-server stochastic queueing models. The queueing models, with many homogeneous servers working independently in parallel, are intended to model large-scale service systems such as call centers and health care systems. Such models also have been employed to study communication, computing and manufacturing systems. The heavy-traffic approximations yield relatively simple formulas for quantities describing system performance, such as the expected number of customers waiting in the queue. The new performance approximations are valuable because, in the generality considered, these complex systems are not amenable to exact mathematical analysis. Since the approximate performance measures can be computed quite rapidly, they usefully complement more cumbersome computer simulation. Thus these heavy-traffic approximations can be used to improve capacity planning and operational control. More specifically, the heavy-traffic approximations here are for large-scale service systems, having many servers and a high arrival rate. The main focus is on systems that have time-varying arrival rates and staffing functions. The system is considered under the assumption that there are alternating periods of overloading and underloading, which commonly occurs when service providers are unable to adjust the staffing frequently enough to economically meet demand at all times. The models also allow the realistic features of customer abandonment and non-exponential probability distributions for the service times and the times customers are willing to wait before abandoning. These features make the overall stochastic model non-Markovian and thus thus very difficult to analyze directly. This thesis provides effective algorithms to compute approximate performance descriptions for these complex systems. These algorithms are based on ordinary differential equations and fixed point equations associated with contraction operators. Simulation experiments are conducted to verify that the approximations are effective. This thesis consists of four pieces of work, each presented in one chapter. The first chapter (Chapter 2) develops the basic fluid approximation for a non-Markovian many-server queue with time-varying arrival rate and staffing. The second chapter (Chapter 3) extends the fluid approximation to systems with complex network structure and Markovian routing to other queues of customers after completing service from each queue. The extension to open networks of queues has important applications. For one example, in hospitals, patients usually move among different units such as emergency rooms, operating rooms, and intensive care units. For another example, in manufacturing systems, individual products visit different work stations one or more times. The open network fluid model has multiple queues each of which has a time-varying arrival rate and staffing function. The third chapter (Chapter 4) studies the large-time asymptotic dynamics of a single fluid queue. When the model parameters are constant, convergence to the steady state as time evolves is established. When the arrival rates are periodic functions, such as in service systems with daily or seasonal cycles, the existence of a periodic steady state and the convergence to that periodic steady state as time evolves are established. Conditions are provided under which this convergence is exponentially fast. The fourth chapter (Chapter 5) uses a fluid approximation to gain insight into nearly periodic behavior seen in overloaded stationary many-server queues with customer abandonment and nearly deterministic service times. Deterministic service times are of applied interest because computer-generated service times, such as automated messages, may well be deterministic, and computer-generated service is becoming more prevalent. With deterministic service times, if all the servers remain busy for a long interval of time, then the times customers enter service assumes a periodic behavior throughout that interval. In overloaded large-scale systems, these intervals tend to persist for a long time, producing nearly periodic behavior. To gain insight, a heavy-traffic limit theorem is established showing that the fluid model arises as the many-server heavy-traffic limit of a sequence of appropriately scaled queueing models, all having these deterministic service times. Simulation experiments confirm that the transient behavior of the limiting fluid model provides a useful description of the transient performance of the queueing system. However, unlike the asymptotic loss of memory results in the previous chapter for service times with densities, the stationary fluid model with deterministic service times does not approach steady state as time evolves independent of the initial conditions. Since the queueing model with deterministic service times approaches a proper steady state as time evolves, this model with deterministic service times provides an example where the limit interchange (limiting steady state as time evolves and heavy traffic as scale increases) is not valid

Staffing and Scheduling to Differentiate Service in Many-Server Service Systems

This dissertation contributes to the study of a queueing system with a single pool of multiple homogeneous servers to which multiple classes of customers arrive in independent streams. The objective is to devise appropriate staffing and scheduling policies to achieve specified class-dependent service levels expressed in terms of tail probability of delays. Here staffing and scheduling are concerned with specifying a time-varying number of servers and assigning newly idle servers to a waiting customer from one of K classes, respectively. For this purpose, we propose new staffing-and-scheduling solutions under the critically-loaded and overloaded regimes. In both cases, the proposed solutions are both time dependent (coping with the time variability in the arrival pattern) and state dependent (capturing the stochastic variability in service and arrival times). We prove heavy-traffic limit theorems to substantiate the effectiveness of our proposed staffing and scheduling policies. We also conduct computer simulation experiments to provide engineering confirmation and practical insight

Large deviations analysis for the M/H2/n+MM/H_2/n + M queue in the Halfin-Whitt regime

We consider the FCFS $M/H_2/n + M$ queue in the Halfin-Whitt heavy traffic regime. It is known that the normalized sequence of steady-state queue length distributions is tight and converges weakly to a limiting random variable W. However, those works only describe W implicitly as the invariant measure of a complicated diffusion. Although it was proven by Gamarnik and Stolyar that the tail of W is sub-Gaussian, the actual value of $\lim_{x \rightarrow \infty}x^{-2}\log(P(W >x))$ was left open. In subsequent work, Dai and He conjectured an explicit form for this exponent, which was insensitive to the higher moments of the service distribution. We explicitly compute the true large deviations exponent for W when the abandonment rate is less than the minimum service rate, the first such result for non-Markovian queues with abandonments. Interestingly, our results resolve the conjecture of Dai and He in the negative. Our main approach is to extend the stochastic comparison framework of Gamarnik and Goldberg to the setting of abandonments, requiring several novel and non-trivial contributions. Our approach sheds light on several novel ways to think about multi-server queues with abandonments in the Halfin-Whitt regime, which should hold in considerable generality and provide new tools for analyzing these systems

Fluid Approximation of a Call Center Model with Redials and Reconnects

In many call centers, callers may call multiple times. Some of the calls are re-attempts after abandonments (redials), and some are re-attempts after connected calls (reconnects). The combination of redials and reconnects has not been considered when making staffing decisions, while ignoring them will inevitably lead to under- or overestimation of call volumes, which results in improper and hence costly staffing decisions. Motivated by this, in this paper we study call centers where customers can abandon, and abandoned customers may redial, and when a customer finishes his conversation with an agent, he may reconnect. We use a fluid model to derive first order approximations for the number of customers in the redial and reconnect orbits in the heavy traffic. We show that the fluid limit of such a model is the unique solution to a system of three differential equations. Furthermore, we use the fluid limit to calculate the expected total arrival rate, which is then given as an input to the Erlang A model for the purpose of calculating service levels and abandonment rates. The performance of such a procedure is validated in the case of single intervals as well as multiple intervals with changing parameters