estatísticas e avaliar seu desempenho. Uma análise do fluxo de mensagens foi feita para obter informações sobre o processo de chegadas, o tempo de serviço e a proporção de sucessos na entrega, além de outras características. Com base nessas informações, um modelo de filas é proposto e simulado para avaliar os tempos de espera das mensagens nesse sistema. O efeito de alterações nos parâmetros do modelo é também estudado.Palavras-chave: características estatísticas; modelo de filas; simulação; internet. AbstractWe study, through simulation of a queuing model, the e-mail service provided by the Internet site of the Institute of Mathematics and Statistics of University of São Paulo, in order to identify statistics characteristics and to evaluate its performance. A data analysis of messages flow was done to obtain insight about the arrival process, the service time and the proportion of success, besides other characteristics. From this, a queuing model is proposed and simulated to evaluate waiting times of the messages in the system. The effect of changes in the parameters of the model is also studied.
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