Real-Time Delay Estimation in Overloaded Multiserver Queues with Abandonments
利用重流量极限和计算机仿真，研究过载多服务台排队模型中多种实时延迟估计器的表现，为呼叫中心等系统提供延迟公告的估计方法。
We use heavy-traffic limits and computer simulation to study the performance of alternative real-time delay estimators in the overloaded GI/GI/s+GI multiserver queueing model, allowing customer abandonment. These delay estimates may be used to make delay announcements in call centers and related service systems. We characterize performance by the expected mean squared error in steady state. We exploit established approximations for performance measures with a nonexponential abandonment-time distribution to obtain new delay estimators that effectively cope with nonexponential abandonment-time distributions.