Analysis of an MMAP/PH₁,PH₂/N/∞ queueing system operating in a random environment
A multi-server queueing system with two types of customers and an infinite buffer operating in a random environment as a model of a contact center is investigated. The arrival flow of customers is described by a marked Markovian arrival process. Type 1 customers have a non-preemptive priority over type 2 customers and can leave the buffer due to a lack of service. The service times of different type customers have a phase-type distribution with different parameters. To facilitate the investigation...