Plots of Conditional Wait‐Time Intervals Provide Better Information to Queueing System Arrivals
针对服务时间服从指数分布的排队系统，提出条件等待时间区间（CWTI）这一度量，利用到达时的系统状态信息（队列人数）和两个风险因子，给出更准确、信息量更大的等待时间估计，并提供了图形化展示方法。
The management of queues is a very important aspect of service operations management. One way to enhance the queueing experience is to provide customers with the most informative and certain estimate of anticipated wait time. This paper develops such a measure—referred to as the conditional wait‐time interval (CWTI)—for queueing systems with exponentially distributed service times. It is especially applicable at the operational level of an organization since it utilizes the most current information on the status of the system (number of customers in the queue at arrival). CWTI is also based on two risk factors that consider the chance a customer's actual wait time is outside of the estimated range. This paper also provides a graphical means to display multiple CWTIs.