Optimal buffer size and dynamic rate control for a queueing system with impatient customers in heavy traffic

We address a rate control problem associated with a single server Markovian queueing system with customer abandonment in heavy traffic. The controller can choose a buffer size for the queueing system and also can dynamically control the service rate (equivalently the arrival rate) depending on the current state of the system. An infinite horizon cost minimization problem is considered here. The cost function includes a penalty for each rejected customer, a control cost related to the adjustment of the service rate and a penalty for each abandoning customer. We obtain an explicit optimal strategy for the limiting diffusion control problem (the Brownian control problem or BCP) which consists of a threshold-type optimal rejection process and a feedback-type optimal drift control. This solution is then used to construct an asymptotically optimal control policy, i.e. an optimal buffer size and an optimal service rate for the queueing system in heavy traffic. The properties of generalized regulator maps and weak convergence techniques are employed to prove the asymptotic optimality of this policy. In addition, we identify the parameter regimes where the infinite buffer size is optimal.