Poorly performing enterprise applications are the weakest links in a corporation's management chain, causing delays and disruptions of critical business functions. This groundbreaking book frames enterprise application performance engineering not as an art but as applied science built on model-based methodological foundation. The book introduces queuing models of enterprise application that visualize, demystify, explain, and solve system performance issues.
When you complete this chapter you should be able to: Describe the characteristics of arrivals, waiting lines, and service systems; apply the single-channel queuing model equations; conduct a cost analysis for a waiting line; apply the multiple-channel queuing model formulas; apply the constant-service-time model equations; perform a limited-population model analysis.
This chapter presents the following content: Structure of a waiting line system, queuing systems, queuing system input characteristics, queuing system operating characteristics, analytical formulas, single-channel waiting line model with poisson arrivals and exponential service times, multiple-channel waiting line model with poisson arrivals and exponential service times, economic analysis of waiting lines.
Chapter 13 "Waiting-line models", after completing this chapter, you should be able to: Explain why waiting lines can occur in service systems, identify typical goals for designing of service systems with respect to waiting, read the description of the queuing problem and identify the appropriate queuing model needed to solve the problem,...
Messaging systems based on queuing include products such as Microsoft’s MSMQ and
IBM’s MQSeries . The queuing model with their store-and-forward mechanisms come into
play where the sender of the message expects someone to handle the message while imposing
asynchronous communication and guaranteed delivery constraints. A widely used standard
in messaging is the Message Passing Interface Standard (MPI) . MPI is designed for
high performance on both massively parallel machines and workstation clusters.
ACD Automatic Call Distribution – there are many different models for ACD. Lowend
ACD is minimal queuing capability for a station or group of stations with little or
no reporting/monitoring. Low to Mid-level ACD will usually include more detailed
reports and other ACD features such as Silent Monitor, overflow queuing and
messaging. High-end ACD will generally include features like Skills based routing,
Time-of-day routing, Agent-Supervisor communications, elaborate/customizable
report capabilities, CTI interfaces for database lookups, IVR integration.
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