Modeling and analysis of flexible queueing systems

Suri Gurumurthi, Saif Benjaafar

Research output: Contribution to journalArticlepeer-review

59 Scopus citations


We consider queueing systems with multiple classes of customers and heterogeneous servers where customers have the flexibility of being processed by more than one server and servers possess the capability of processing more than one customer class. We provide a unified framework for the modeling and analysis of these systems under arbitrary customer and server flexibility and for a rich set of control policies that includes customer/server-specific priority schemes for server and customer selection. We use our models to generate several insights into the effect of system configuration and control policies. In particular, we examine the relationship between flexibility, control policies and throughput under varying assumptions for system parameters.

Original languageEnglish (US)
Pages (from-to)755-782
Number of pages28
JournalNaval Research Logistics
Issue number5
StatePublished - Aug 1 2004


  • Call centers
  • Dynamic routing and sequencing
  • Flexibility
  • Markov chains
  • Queueing systems

Fingerprint Dive into the research topics of 'Modeling and analysis of flexible queueing systems'. Together they form a unique fingerprint.

Cite this