NDLI: Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers

Content Provider	Springer Nature Link
Author	Armony, Mor
Copyright Year	2005
Abstract	Motivated by modern call centers, we consider large-scale service systems with multiple server pools and a single customer class. For such systems, we propose a simple routing rule which asymptotically minimizes the steady-state queue length and virtual waiting time. The proposed routing scheme is FSF which assigns customers to the Fastest Servers First. The asymptotic regime considered is the Halfin-Whitt many-server heavy-traffic regime, which we refer to as the Quality and Efficiency Driven (QED) regime; it achieves high levels of both service quality and system efficiency by carefully balancing between the two. Additionally, expressions are provided for system limiting performance measures based on diffusion approximations. Our analysis shows that in the QED regime this heterogeneous server system outperforms its homogeneous server counterpart.
Starting Page	287
Ending Page	329
Page Count	43
File Format	PDF
ISSN	02570130
Journal	Queueing Systems
Volume Number	51
Issue Number	3-4
e-ISSN	15729443
Language	English
Publisher	Kluwer Academic Publishers
Publisher Date	2005-01-01
Publisher Place	Boston
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	call centers heavy-traffic routing control of queueing systems heterogeneous servers Halfin Whitt regime QED regime asymptotic analysis Computer Communication Networks Systems Theory, Control Probability Theory and Stochastic Processes Operations Research/Decision Theory Production/Logistics
Content Type	Text
Resource Type	Article
Subject	Statistics and Probability Management Science and Operations Research Computational Theory and Mathematics Computer Science Applications

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