We address a queueing control problem considering service times and conversion times following normal distributions. We formulate the multi-server queueing control problem by constructing a semi-Markov decision process (SMDP) model. The mechanism of state transitions is developed through mathematical derivation of the transition probabilities and transition times. We also study the property of the queueing control system and show that optimizing the objective function of the addressed queueing control problem is equivalent to maximizing the time-average reward.
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