Numerical of A Call Centre with Two Types of Queue
G. Arul Freeda Vinodhini1, R. Ravikumar2

1G. Arul Freeda Vinodhini, A.P (SG), Saveetha School of Engineering, SIMATS, Chennai, Tamil Nadu, India.
2R. Ravikumar, Asst. Prof, Saveetha School of Engineering, SIMATS, Chennai, Tamil Nadu, India.

Manuscript received on October 17, 2019. | Revised Manuscript received on 23 October, 2019. | Manuscript published on November 10, 2019. | PP: 3260-3262 | Volume-9 Issue-1, November 2019. | Retrieval Number: A9166119119/2019©BEIESP | DOI: 10.35940/ijitee.A9166.119119
Open Access | Ethics and Policies | Cite | Mendeley | Indexing and Abstracting
© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (

Abstract: Call centre is modelled as a queue system with invisible queue and virtual queue. It forms a special type of structured level dependent matrix. Matrix geometric method is used to find the time independent joint distribution of number of invisible customers and visible customers. Through numerical examples we have given the comparison between the existing call centre queue model and the model that we have proposed.
Keywords: M/M/1 Queue, Steady State Probabilities – Matrix Geometric Method, Call Centre with Invisible Queue and Virtual Queue. Mathematics Subject Classification (2010) Primary 60K25, 90C40 – Secondary 68M20
Scope of the Article: Classification