On scheduling a multiclass queue with abandonments under general delay costs

We consider a multiclass queueing system with abandonments and general delay costs. A system manager makes dynamic scheduling decisions to minimize long-run average delay and abandonment costs. We consider the three types of delay cost: (i) linear, (ii) convex, and (iii) convex–concave, where the last one corresponds to settings where customers may have a particular deadline in mind but once that deadline passes there is increasingly little difference in the added delay. The dynamic control problem for the queueing system is not tractable analytically. Therefore, we consider the system in the conventional heavy traffic regime and study the approximating Brownian control problem (BCP). We observe that the approximating BCP does not admit a pathwise solution due to abandonments. In particular, the celebrated cμ rule and its extension, the generalized cμ rule, which is asymptotically optimal under convex delay costs with no abandonments, are not optimal in this case. Consequently, we solve the associated Bellman equation, which yields a dynamic index policy (derived from the value function) as the optimal control for the approximating BCP. Interpreting that control in the context of the original queueing system, we propose practical policies for each of the three cases considered and demonstrate their effectiveness through a simulation study.