Article

Performance Measures of Emergency Services in Case of Overload

Authors:

Sergey N. Stepanov,

Mikhail S. Stepanov,

Maxim O. ShishkinAuthors Info & Claims

Distributed Computer and Communication Networks: 23rd International Conference, DCCN 2020, Moscow, Russia, September 14–18, 2020, Revised Selected Papers

Pages 436 - 449

https://doi.org/10.1007/978-3-030-66471-8_33

Published: 14 September 2020 Publication History

Abstract

The mathematical model of public-safety answering points (PSAP) functioning is constructed and analyzed. In the model the usage of interactive voice response (IVR) and the possibility of call repetition in case of blocking or unsuccessful waiting are taken into account. Algorithm of characteristics estimation based on truncation of used infinite space of states and solving the system of state equations is suggested. Relative error of characteristics calculation caused by truncation is found. The first two or three terms in the asymptotic expansion of basic stationary performance measures into a power series of the intensity of primary calls as it tends to infinity are derived. Approximate algorithm of performance measures estimation is constructed. The usage of the model for elimination of negative effects of PSAP overload is considered.

References

[1]

The European Emergency Number Association website. Overload of calls. https://eena.org/document/overload-of-calls/

[2]

Technion website. A Routing Policy for Call Centers Designed to Respond to Unexpected Overloads. http://iew.technion.ac.il/msom2010//msom.technion.ac.il/ confprogram/papers/MC/4/38.pdf

[3]

Stepanov SN, Stepanov MS, and Zhurko HM Vishnevskiy VM, Samouylov KE, and Kozyrev DV The modeling of call center functioning in case of overload Distributed Computer and Communication Networks 2019 Cham Springer 391-406

[4]

Gans N, Koole M, and Mandelbaum A Telephone call-centers: tutorial, review and research prospects Manuf. Serv. Manag. 2003 5 79-141

[5]

Stolletz R and Helber S Perfomance analysis of an inbound call-center with skills-based routing OR Spectr. 2004 26 331-352

[6]

Mandelbaum A and Zeltyn S Staffing many-server queues with impatient customers: constraint satisfaction in call centers Oper. Res. 2009 57 5 1189-1205

[7]

Bhulai S and Koole G A queueing model for call blending in call centers IEEE Trans. Autom. Control 2003 48 8 1434-1438

[8]

Ferrari SC and Morabito R Application of queueing models with abandonment for call center congestion analysis Gestao Producao 2020 27 1 e3765

[9]

Colin M Call center service level: a customer experience model from benchmarking and multivariate analysis Esic Mark. Econ. Bus. J. 2020 51 3 467-496

[10]

Stepanov SN and Stepanov MS Construction and analysis of a generalized contact center model Autom. Remote Control 2014 75 11 1936-1947

[11]

Stepanov SN and Stepanov MS Algorithms for estimating throughput characteristics in a generalized call center model Autom. Remote Control 2016 77 7 1195-1207

[12]

Aguir S, Karaesmen F, Aksin OZ, and Chauvet F The impact of retrials on call center performance OR Spectr. 2004 26 3 353-376

[13]

Aksin Z, Armony M, and Mehrotra A The modern call center: a multi- disciplinary perspective on operations management research Prod. Oper. Manag. 2007 16 6 665-688

[14]

Whitt W Engineering solution of a basic call-center model Manag. Sci. 2005 51 2 221-235

[15]

Whitt W Staffing a call center with uncertain arrival rate and absenteeism Prod. Oper. Manag. 2006 15 1 88-102

[16]

Stepanov SN Markov models with retrials: the calculation of stationary performance measures based on the concept of truncation Math. Comput. Model. 1999 30 207-228

[17]

Stepanov SN Generalized model with retrials in case of extreme load Queueing Syst. 1998 27 131-151

Cited By

Stepanov MStepanov SKroshin F(2022)Effective Algorithm of Estimation the Performance Measures of Group of Servers with Dependence of Call Repetition on the Type of Call BlockingDistributed Computer and Communication Networks: Control, Computation, Communications10.1007/978-3-031-23207-7_25(324-337)Online publication date: 26-Sep-2022
https://dl.acm.org/doi/10.1007/978-3-031-23207-7_25

Index Terms

Performance Measures of Emergency Services in Case of Overload

Index terms have been assigned to the content through auto-classification.

Recommendations

M/G/1/r retrial queueing systems with priority of primary customers

We analyze a single-server retrial queueing system with finite buffer, Poisson arrivals, and general distribution of service time. If an arriving customer finds the queue completely occupied he joins a retrial group (or orbit) in order to seek service ...
Performance analysis of a single-server queue with repeated attempts

This paper is concerned with the performance evaluation of a single-server queue with repeated attempts and disasters. Our queueing system is characterized by the phenomenon that a customer who finds the server busy upon arrival joins a group of ...
Unreliable Retrial Queueing System with a Backup Server
Distributed Computer and Communication Networks: Control, Computation, Communications
Abstract
In this paper we consider an unreliable retrial queueing system consisting of the main unreliable server, the reliable backup server and the orbit of infinite size. Customers and breakdowns arrive to the main server according to Markovian arrival ...

Comments

Information & Contributors

Information

Published In

cover image Guide Proceedings

Distributed Computer and Communication Networks: 23rd International Conference, DCCN 2020, Moscow, Russia, September 14–18, 2020, Revised Selected Papers

Sep 2020

746 pages

ISBN:978-3-030-66470-1

DOI:10.1007/978-3-030-66471-8

Editors:
Vladimir M. Vishnevskiy
Institute of Control Sciences of the Russian Academy of Sciences, Moscow, Russia
,
Konstantin E. Samouylov
RUDN University, Moscow, Russia
,
Dmitry V. Kozyrev
Institute of Control Sciences of the Russian Academy of Sciences, Moscow, Russia

© Springer Nature Switzerland AG 2020.

Publisher

Springer-Verlag

Berlin, Heidelberg

Publication History

Published: 14 September 2020

Author Tags

Qualifiers

Article

Contributors

Other Metrics

View Article Metrics

Bibliometrics & Citations

Bibliometrics

Article Metrics

1
Total Citations
View Citations
0
Total Downloads

Downloads (Last 12 months)0
Downloads (Last 6 weeks)0

Reflects downloads up to 26 Jul 2024

Other Metrics

View Author Metrics

Citations

Cited By

Stepanov MStepanov SKroshin F(2022)Effective Algorithm of Estimation the Performance Measures of Group of Servers with Dependence of Call Repetition on the Type of Call BlockingDistributed Computer and Communication Networks: Control, Computation, Communications10.1007/978-3-031-23207-7_25(324-337)Online publication date: 26-Sep-2022
https://dl.acm.org/doi/10.1007/978-3-031-23207-7_25

View Options

View options

Get Access

Login options

Check if you have access through your login credentials or your institution to get full access on this article.

Full Access

Get this Publication

Media

Figures

Other

Tables

View Table of Contents