Overloaded Queuing Systems: Service Capacity Allocation and Incentive Issues

呼叫中心或诊所等单位的服务能力通常无法满足需求。因此，一些顾客最终故意或被动地放弃排队，而没有得到服务。需求大于服务能力的排队系统称为超载。通过承认只有一部分客户获得服务这一事实，过度劳累的服务提供商面临的主要决策是开发一种分配优先级的系统。由于客户和服务器的属性以及它们的交互可能不是同质的，先进先出(FIFO)规则可能不适合每种情况。例如，在医院候诊室里，一个重病患者会优先于其他人。在这种情况下，服务提供商可能会为了健康和收入等效率指标而妥协FIFO规则。

Service capacity in units such as call centers or health clinics, typically cannot meet the demand. As a result, some customers end up abandoning queues intentionally or passively without being served. A queuing system with a demand that is larger than the service capacity is said to be overloaded. By acknowledging the fact that only a proportion of customers acquire service, the major decision facing an overworked service provider is to develop a system that assigns priority. Since the attributes of customers and servers, and their interactions may not be homogenous, the First-In-First-Out (FIFO) discipline may not suit every situation. For example, a gravely ill person will take precedence over someone else in a hospital waiting room. In such cases, service providers may compromise the FIFO rule in the interests of efficiency metrics, such as health and revenue.