Roubos, A.

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Research area

My research currently involves the performance analysis of call center systems with abandonments and redials. In such systems customers enter a single queue if upon arrival all agents are occupied. Due to the impatience of the customers, they abandon when their waiting time in the queue is too long. They can then decide to call back at a later point in time when, hopefully, the traffic load is less. Furthermore, arrivals are time-dependent and occur according to a non-homogeneous Poisson process.