Queuing theory

Queuing theory analyzes the delays associated with waiting in line, with the goals of optimizing wait time and service costs. This is accomplished by analyzing peak periods, the service process, the number of servers available, and other factors. Ideally, queuing theory will reduce wait time to a reasonable level by balancing wait time with the number of servers. By doing so, service costs can be maintained at a reasonable level while enhancing customer satisfaction. The concept is routinely used where there are high traffic volumes, such as call centers and toll plazas.