Recently the notion of self-similarity has been shown to apply to wide-area and local-area network traffic. In this paper we examine the mechanisms that give rise to the self-similarity of network traffic. We present a hypothesized explanation for the possible self-similarity of traffic by using a particular subset of wide area traffic: traffic due to the World Wide Web (WWW). Using an extensive set of traces of actual user executions of NCSA Mosaic, reflecting over half a million requests for WWW documents, we examine the dependence structure of WWW traffic. While our measurements are not conclusive, we show evidence that WWW traffic exhibits behavior that is consistent with self-similar traffic models. Then we show that the self-similarity insuch traffic can be explained based on the underlying distributions of WWW document sizes, the effects of caching and user preference in le transfer, the effect of user "think time", and the superimposition of many such transfers in a local area network. To do this we rely on empirically measured distributions both from our traces and from data independently collected at over thirty WWW sites.

A number of recent empirical studies of traffic measurements from a variety of working packet networks have convincingly demonstrated that actual network traffic is self-similar or long-range dependent in nature (i.e., bursty over a wide range of time scales) -- in sharp contrast to commonly made traffic modeling assumptions. In this paper, we provide a plausible physical explanation for the occurrence of self-similarity in LAN traffic. Our explanation is based on new convergence results for processes that exhibit high variability (i.e., infinite variance) and is supported by detailed statistical analyses of real-time traffic measurements from Ethernet LAN's at the level of individual sources. This paper is an extended version of [53] and differs from it in significant ways. In particular, we develop here the mathematical results concerning the superposition of strictly alternating ON/OFF sources. Our key mathematical result states that the superposition of many ON/OFF sources (also k...

Recent traffic measurement studies from a wide range of working packet networks have convincingly established the presence of significant statistical features that are characteristic of fractal traffic processes, in the sense that these features span many time scales. Of particular interest in packet traffic modeling is a property called long-range dependence, which is marked by the presence of correlations that can extend over many time scales. In this paper, we demonstrate empirically that, beyond its statistical significance in traffic measurements, long-range dependence has considerable impact on queueing performance, and is a dominant characteristic for a number of packet traffic engineering problems. In addition, we give conditions under which the use of compact and simple traffic models that incorporate long-range dependence in a parsimonious manner (e.g., fractional Brownian motion) is justified and can lead to new insights into the traffic management of high-speed networks. 1...

Traffic measurements from communication networks have shown that many quantities characterizing network performance have long-tail probability distributions, i.e., with tails that decay more slowly than exponentially. File lengths, call holding times, scene lengths in MPEG video streams, and intervals between connection requests in Internet traffic all have been found to have long-tail distributions, being well described by distributions such as the Pareto and Weibull. It is known that long-tail distributions can have a dramatic effect upon performance, e.g., long-tail service-time distributions cause long-tail waiting-time distributions in queues, but it is often difficult to describe this effect in detail, because performance models with component long-tail distributions tend to be difficult to analyze. We address this problem by developing an algorithm for approximating a long-tail distribution by a hyperexponential distribution (a finite mixture of exponentials). We first prove tha...

Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating socio-technical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments traditional operational models are of great value – and at the same time fundamentally limited – in their ability to characterize system performance. We review the state of research on telephone call centers. We begin with a tutorial on how call centers function and proceed to survey academic research devoted to the management of their operations. We then outline important problems that have not been addressed and identify promising directions for future research. Acknowledgments The authors thank Lee Schwarz, Wallace Hopp and the editorial board of M&SOM for initiating this project, as well as the referees for their valuable comments. Thanks are also due to L. Brown, A. Sakov, H. Shen, S. Zeltyn and L. Zhao for their approval of importing pieces of [36, 112].

Recent network traffic studies argue that network arrival processes are much more faithfully modeled using statistically self-similar processes instead of traditional Poisson processes [LTWW94a, PF94]. One difficulty in dealing with selfsimilar models is how to efficiently synthesize traces (sample paths) corresponding to self-similar traffic. We present a fast Fourier transform method for synthesizing approximate selfsimilar sample paths and assess its performance and validity. We find that the method is as fast or faster than existing methods and appears to generate a closer approximation to true self-similar sample paths than the other known fast method (Random Midpoint Displacement). We then discuss issues in using such synthesized sample paths for simulating network traffic, and how an approximation used by our method can dramatically speed up evaluation of Whittle's estimator for H, the Hurst parameter giving the strength of long-range dependence present in a self-similar time s...

A call center is a service network in which agents provide telephone-based services. Customers who seek these services are delayed in tele-queues. This article summarizes an analysis of a unique record of call center operations. The data comprise a complete operational history of a small banking call center, call by call, over a full year. Taking the perspective of queueing theory, we decompose the service process into three fundamental components: arrivals, customer patience, and service durations. Each component involves different basic mathematical structures and requires a different style of statistical analysis. Some of the key empirical results are sketched, along with descriptions of the varied techniques required. Several statistical techniques are developed for analysis of the basic components. One of these techniques is a test that a point process is a Poisson process. Another involves estimation of the mean function in a nonparametric regression with lognormal errors. A new graphical technique is introduced for nonparametric hazard rate estimation with censored data. Models are developed and implemented for forecasting of Poisson arrival rates. Finally, the article surveys how the characteristics deduced from the statistical analyses form the building blocks for theoretically interesting and practically useful mathematical models for call center operations.

Recently the notion of self-similarity has been shown to apply to wide-area and local-area network traffic. In this paper we examine the mechanisms that give rise to self-similar network traffic. We present an explanation for traffic self-similarity by using a particular subset of wide area traffic: traffic due to the World Wide Web (WWW). Using an extensive set of traces of actual user executions of NCSA Mosaic, reflecting over half a million requests for WWW documents, we show evidence that WWW traffic is selfsimilar. Then we show that the self-similarity in such traffic can be explained based on the underlying distributions of WWW document sizes, the effects of caching and user preference in file transfer, the effect of user "think time", and the superimposition of many such transfers in a local area network. To do this we rely on empirically measured distributions both from our traces and from data independently collected at over thirty WWW sites. 1 Introduction Understanding the ...

Traffic variables on an uncongested Internet wire exhibit a pervasive nonstationarity. As the rate of new TCP connections increases, arrival processes (packet and connection) tend locally toward Poisson, and time series variables (packet sizes, transferred file sizes, and connection round-trip times) tend locally toward independent. The cause of the nonstationarity is superposition: the intermingling of sequences of connections between different source-destination pairs, and the intermingling of sequences of packets from different connections. We show this empirically by extensive study of packet traces for nine links coming from four packet header databases. We show it theoretically by invoking the mathematical theory of point processes and time series. If the connection rate on a link gets sufficiently high, the variables can be quite close to Poisson and independent; if major congestion occurs on the wire before the rate gets sufficiently high, then the progression toward Poisson and independent can be arrested for some variables.

Recent network traffic studies argue that network arrival processes are much more faithfully modeled using statistically self-similar processes instead of traditional Poisson processes [LTWW94, PF95]. One difficulty in dealing with selfsimilar models is how to efficiently synthesize traces (sample paths) corresponding to self-similar traffic. We present a fast Fourier transform method for synthesizing approximate self-similar sample paths for one type of self-similar process, Fractional Gaussian Noise, and assess its performance and validity. We find that the method is as fast or faster than existing methods and appears to generate close approximations to true self-similar sample paths. We also discuss issues in using such synthesized sample paths for simulating network traffic, and how an approximation used by our method can dramatically speed up evaluation of Whittle's estimator for H, the Hurst parameter giving the strength of long-range dependence present in a self-similar time series.