Performance Evaluation and Dimensioning of GI/M/c/N Systems through Kernel Estimation

We extend the analysis of queueing systems for real-life situations, where the arrival pattern of customers is unknown. In real systems, we must understand how the choice of a method of estimation influences the configuration of the system. Using kernel smoothing, we evaluate algorithms to estimate performance measures of a GI/M/c/N system, including the invariant probability distribution of the number of customers in the system, the blocking probability, the average queue size, and the average client queue time. We successfully apply the method to the arrivals to a call center to plan and improve the performance of these important queueing systems.