Motivation
Call centers, hospital wards and other service systems with many agents serve several customer classes, and customers who wait too long hang up or leave. The standard model is the multiclass many-server queue with reneging: N identical servers, J classes, class-dependent service-time and patience-time distributions, and a control policy that decides when an idle server takes a customer and from which class. Exact analysis is out of reach once service and patience times are not exponential, so performance is studied through fluid limits: the limit of the system scaled by 1/N as N→∞.
A. L. Puha and A. R. Ward (MOR 2022, doi:10.1287/moor.2021.1166) prove such a limit theorem for general service and patience distributions, batch arrivals and an arbitrary admissible head-of-the-line policy, including policies that idle or randomize. Earlier results covered one class without reneging (Kaspi and Ramanan, Ann. Appl. Probab. 2011), one class with reneging and unit arrivals (Kang and Ramanan, Ann. Appl. Probab. 2010), and static priority policies (Atar, Kaspi and Shimkin, Math. Oper. Res. 2014).
Setting
Fix J≥1 classes. Class j has a service-time distribution Gjs on R+ with density gjs, and a patience-time distribution Gjr on [0,∞] with density gjr on R+, so a customer may never abandon. For a distribution G with density g, H=sup{x:G(x)<1} is the right edge of its support and h=g/(1−G) on [0,H) is its hazard function.
In the N-th queue, class-j customers arrive by a counting process EjN that may jump by more than one. The state is (αN,XN,νN,ηN): XjN counts class-j customers in system; νjN is the age-in-service measure, a unit atom at the service age of each class-j customer in service; and ηjN is the potential-queue measure, a unit atom at the time in system of each class-j customer whose patience has not run out. The control enters only through the entry-into-service times. A head-of-the-line (HL) policy serves each class in order of arrival. It is admissible when the entry-into-service process KN is adapted to the filtration generated by the state history and the policy's own independent uniform random variables.
The fluid model works on the state space X=R+J×∏jM[0,Hjs)×∏jM[0,Hjr) of finite measures with the weak topology. Given an arrival function E (nondecreasing, rcll, E(0)=0), a path (X,ν,η) defines the auxiliary functions Bj=⟨1,νj⟩, Qj=Xj−Bj, Dj(t)=∫0t⟨hjs,νj(u)⟩du, Kj=Bj+Dj−Bj(0), I=1−∑jBj, and the reneging function
Rj(t)=∫0t∫0Qj(u)hjr((Fj,u)−1(y))dydu,Fj,u(x)=⟨1[0,x],ηj(u)⟩.
A fluid model solution for E satisfies the constraints (35)–(37), the monotonicity of K, the balance law Xj=Xj(0)+Ej−Rj−Dj, and the transport equations (46)–(47) for νj and ηj driven by dKj and dEj.
Formalization targets
Goal: Theorem 1 (p. 17)
Under Assumptions 4 and 5, for every sequence of admissible HL policies:
{(XˉN,νˉN,ηˉN)}N is tight in D(X),
and every distributional limit point (X,ν,η) is, almost surely, a continuous fluid model solution for E started from (X0,ν0,η0), with continuous auxiliary functions and each ηj(t) charging no points. Assumptions 1–3 ask that the scaled arrivals and initial states converge. Assumption 4 asks that the hazards be bounded or lower semicontinuous near the right edges Hjs,Hjr. Assumption 5 adds continuity of E, an atomless η0, and control of KˉN by C-tightness or by inequality (55).
Milestones
- Lemma 1, (24) and (26): the prelimit dynamic equations for ⟨f,νjN⟩ and ⟨ς,ηjN⟩.
- Lemma 6, (61): ⟨1[0,x]hjr,ηjN(t)⟩=∫0Fj,tN(x)hjr((Fj,tN)−1(y))dy.
- Lemma 7: the compensator bounds ∣As,jN(φ,t)∣≤∥φ∥∞(XjN(0)+EjN(t))∫0mhjs and the reneging analogue.
- Lemma 8: relative compactness in D(R+) of the fluid-scaled real processes, and their C-tightness under Assumption 5.
- Lemma 2 (i) and (iii): continuity and the absence of atoms propagate along fluid model solutions.
Significance
Theorem 1 characterizes fluid limits for every admissible HL policy at once. To get the fluid limit of a specific policy, one adds the equations that policy imposes and proves uniqueness for the resulting system; the paper does this for weighted random buffer selection (its Theorems 3–5). The reneging equation (40) is the main new feature: abandonment depends on the whole distribution of waiting times in queue, not only on the queue length. Allowing batch arrivals means the reneging count can only be sandwiched between two compensators, which is why Lemma 6 is needed.
The results are proved in the paper, with parts of the tightness argument delegated to Kang–Ramanan and Kaspi–Ramanan. None of them is formalized. The mission defines from scratch a measure-valued queue with abandonment, the Skorokhod space D(X) with J1 convergence, and the fluid model of §3. These definitions are reusable for the single-class models of Kaspi–Ramanan and Kang–Ramanan, for the WRBS and static-priority policies, and for other measure-valued fluid limits.
Difficulty
Each milestone is a known argument, but the obvious route to the goal breaks at the reneging term. A naive limit passage in the prelimit reneging count RjN fails: with batch arrivals, RjN is not a functional of ηjN and QjN alone, because customers with equal waiting times may be split between queue and service. Identifying the limit as the nonlinear function (40) requires bounds from above and below by marked point processes. It also requires showing that the compensators of these processes converge to a common limit, which uses that η charges no points along the limit. The tightness part needs Kurtz–Jakubowski criteria for measure-valued processes on spaces [0,H) whose right end may carry escaping mass. Lemma 6 is a pathwise identity for finite counting measures, and Lemma 7 is a pathwise bound.
Formalization scope
Classes are Fin J with J≥1. Time is ℝ≥0. Customers are indexed by integers as in the paper. Event times are extended reals: a patience of ∞ keeps a customer in the potential queue forever, and an entry time of ∞ means the customer is never served. M[0,H) is FiniteMeasure on the subtype [0,H) of ℝ≥0. J1 convergence uses one time change for all coordinates, with the maximum of the sup-norm and Lévy–Prokhorov distances on X. Convergence in distribution, distributional limit points, relative compactness and C-tightness are stated in coupling form; on the Polish space D(X) these are equivalent to the usual notions. Hazards take values in [0,∞] and are 0 off [0,H). The integrals in (37), (40), (41), Lemma 6 and Lemma 7 are integrals of nonnegative functions. The derivative indicators that define the departure, reneging and marked processes are written as explicit counts.
Four readings are disclosed in the items. The goal's initial condition is stated through a coupling carrying (E,X0,ν0,η0) jointly, because the limit point lives on its own probability space. Gs,Gr in (46)–(47) are read as Gjs,Gjr. In Lemma 8, the (K.2) branch of Assumption 2 is read as relative compactness of KˉjN, because the printed (K.2) does not imply it. The goal encodes Assumption 2 as printed. The head-of-the-line order is the HL condition stated in words on pp. 8–9 rather than inequality (10) alone, which would let a policy skip a waiting customer for good and serve younger ones.
The statement admits trivializing formalizations, and they are excluded here. The HL predicate contains only the defining constraints of Definitions 1–3: entry no earlier than arrival and before abandonment (9), the head-of-the-line order (the HL condition of pp. 8–9, which contains (10): a customer can enter service only after every earlier customer of its class has entered or abandoned), the state constraints (S.1), (S.2), (15) and (16), and rcll paths. The identities (18)–(26) are not in it. All standing independence and distributional hypotheses and the adaptedness of KN are explicit. The auxiliary functions R,D,B,Q,K,I are computed from the path, never chosen. The policy is not specialized: idling and randomization are allowed.
Not posed: Lemmas 3–5, 9 and 10, Theorem 2, and Lemma 2 (ii) and (iv). Lemma 4 needs a server-assignment filtration, Lemma 5 needs predictable quadratic variations, and Theorem 2, Lemma 9 and Lemma 10 need measure-valued marked point processes on [0,H)×R+. Formalizing these, or a sorry-free construction of an admissible system satisfying Assumptions 1–5, is welcome.
Selected references
- A. L. Puha, A. R. Ward, Fluid limits for multiclass many-server queues with general reneging distributions and head-of-the-line scheduling, Mathematics of Operations Research, Articles in Advance, 2021 (2022). https://doi.org/10.1287/moor.2021.1166
- H. Kaspi, K. Ramanan, Law of large numbers limits for many-server queues, Annals of Applied Probability 21 (2011) 33–114. https://doi.org/10.1214/10-AAP681
- W. Kang, K. Ramanan, Fluid limits of many-server queues with reneging, Annals of Applied Probability 20 (2010) 2204–2260. https://doi.org/10.1214/10-AAP683
- R. Atar, H. Kaspi, N. Shimkin, Fluid limits for many-server systems with reneging under a priority policy, Mathematics of Operations Research 39 (2014) 672–696. https://doi.org/10.1287/moor.2013.0632
- S. N. Ethier, T. G. Kurtz, Markov Processes: Characterization and Convergence, Wiley, 1986. https://doi.org/10.1002/9780470316658