Optimal server control with Two Customer Classes and Classification Errors

We consider a Markovian queueing system with two types of customers (basic and advanced) and two types of servers (regular and specialist) in the presence of customer classification errors. We assume that there are always both types of customers waiting for service. When an advanced customer is misclassified as a basic customer, he needs to be served by a specialist after being served by a regular server. Our objective is to determine the dynamic assignment of the specialists between advanced and misclassified customers that maximizes the long-run average profit. We consider two versions of the problem that differ depending on whether the misclassified customers experience service continuity (the regular servers stay with misclassified customers while they wait for specialists, preventing the regular servers from serving other basic customers) or not (the regular servers continue serving other basic customers while misclassified customers wait for specialists). For both versions of the problem, we first characterize the optimal assignment of the specialists and then investigate how the optimal long-run average profit depends on the misclassification probability. We provide examples of systems where the optimal long-run average profit is not monotone in the misclassification probability, which is counter intuitive as one would expect misclassification to have a negative impact on system performance. We conclude our analysis by identifying under what conditions it is more profitable to serve customers with or without service continuity.