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Article: A call-routing problem with service-level constraints

TitleA call-routing problem with service-level constraints
Authors
KeywordsDynamic programming, infinite state Markov: average cost, constrained MDP
Queues, optimization: control of multiclass, Markovian systems
Issue Date2003
PublisherINFORMS. The Journal's web site is located at http://or.pubs.informs.org
Citation
Operations Research, 2003, v. 51 n. 2, p. 255-271 How to Cite?
AbstractWe consider a queueing system, commonly found in inbound telephone call centers, that processes two types of work. Type-H jobs arrive at rate λ H, are processed at rate μ H, and are served first come, first served within class. A service-level constraint of the form E [delay] ≤ α or P {delay ≤ β} ≥ α limits the delay in queue that these jobs may face. An infinite backlog of type-L jobs awaits processing at rate μ L, and there is no service-level constraint or this type of work. A pool of c identical servers processes all jobs, and a system controller must maximize the rate at which type-L jobs are processed, subject to the service-level constraint placed on the type-H work. We formulate the problem as a constrained, average-cost Markov decision process and determine the structure of effective routing policies. When the expected service times of the two classes are the same, these policies are globally optimal, and the computation time required to find the optimal policy is about that required to calculate the normalizing constant for a simple M/M/c system. When the expected service times of the two classes differ, the policies are optimal within the class of priority policies, and the determination of optimal policy parameters can be determined through the solution of a linear program with O(c 3) variables and O(c 2) constraints.
Persistent Identifierhttp://hdl.handle.net/10722/157725
ISSN
2015 Impact Factor: 1.777
2015 SCImago Journal Rankings: 3.528
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorGans, Nen_HK
dc.contributor.authorZhou, YPen_HK
dc.date.accessioned2012-08-08T08:55:11Z-
dc.date.available2012-08-08T08:55:11Z-
dc.date.issued2003en_HK
dc.identifier.citationOperations Research, 2003, v. 51 n. 2, p. 255-271en_HK
dc.identifier.issn0030-364Xen_HK
dc.identifier.urihttp://hdl.handle.net/10722/157725-
dc.description.abstractWe consider a queueing system, commonly found in inbound telephone call centers, that processes two types of work. Type-H jobs arrive at rate λ H, are processed at rate μ H, and are served first come, first served within class. A service-level constraint of the form E [delay] ≤ α or P {delay ≤ β} ≥ α limits the delay in queue that these jobs may face. An infinite backlog of type-L jobs awaits processing at rate μ L, and there is no service-level constraint or this type of work. A pool of c identical servers processes all jobs, and a system controller must maximize the rate at which type-L jobs are processed, subject to the service-level constraint placed on the type-H work. We formulate the problem as a constrained, average-cost Markov decision process and determine the structure of effective routing policies. When the expected service times of the two classes are the same, these policies are globally optimal, and the computation time required to find the optimal policy is about that required to calculate the normalizing constant for a simple M/M/c system. When the expected service times of the two classes differ, the policies are optimal within the class of priority policies, and the determination of optimal policy parameters can be determined through the solution of a linear program with O(c 3) variables and O(c 2) constraints.en_HK
dc.languageengen_US
dc.publisherINFORMS. The Journal's web site is located at http://or.pubs.informs.orgen_HK
dc.relation.ispartofOperations Researchen_HK
dc.subjectDynamic programming, infinite state Markov: average cost, constrained MDPen_HK
dc.subjectQueues, optimization: control of multiclass, Markovian systemsen_HK
dc.titleA call-routing problem with service-level constraintsen_HK
dc.typeArticleen_HK
dc.identifier.emailZhou, YP: yongpin@hku.hken_HK
dc.identifier.authorityZhou, YP=rp01614en_HK
dc.description.naturelink_to_subscribed_fulltexten_US
dc.identifier.doi10.1287/opre.51.2.255.12787en_HK
dc.identifier.scopuseid_2-s2.0-0344579136en_HK
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-0344579136&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume51en_HK
dc.identifier.issue2en_HK
dc.identifier.spage255en_HK
dc.identifier.epage271en_HK
dc.identifier.isiWOS:000182054000006-
dc.publisher.placeUnited Statesen_HK
dc.identifier.scopusauthoridGans, N=6602173682en_HK
dc.identifier.scopusauthoridZhou, YP=9037956000en_HK

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