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OR Practice—A Queueing Model for Telephone Operator Staffing

Author

Listed:
  • David Y. Sze

    (Bell Communications Research Inc., Holmdel, New Jersey)

Abstract

This paper describes a queueing model of telephone operator staffing and the application of the model. The Bell System has used the model to reduce the cost of meeting its service criteria, for planning purposes, and to help explain to regulatory agencies changes in service measurement criteria. The model deals with large server team sizes, bimodal service time distributions, nonstationary arrivals, customer abandonments and reattempts, and certain priority queueing structures.

Suggested Citation

  • David Y. Sze, 1984. "OR Practice—A Queueing Model for Telephone Operator Staffing," Operations Research, INFORMS, vol. 32(2), pages 229-249, April.
    • Handle: RePEc:inm:oropre:v:32:y:1984:i:2:p:229-249
    DOI: 10.1287/opre.32.2.229
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    Citations

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    Cited by:

    1. David L. Jagerman & Benjamin Melamed, 2003. "Models and Approximations for Call Center Design," Methodology and Computing in Applied Probability, Springer, vol. 5(2), pages 159-181, June.
    2. Wei Xiong & Tayfur Altiok, 2009. "An approximation for multi-server queues with deterministic reneging times," Annals of Operations Research, Springer, vol. 172(1), pages 143-151, November.
    3. Linda V. Green & Peter J. Kolesar & João Soares, 2001. "Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands," Operations Research, INFORMS, vol. 49(4), pages 549-564, August.
    4. Lawrence Brown & Noah Gans & Avishai Mandelbaum & Anat Sakov & Haipeng Shen & Sergey Zeltyn & Linda Zhao & Novemer, "undated". "Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective," Center for Financial Institutions Working Papers 03-12, Wharton School Center for Financial Institutions, University of Pennsylvania.
    5. Mohammad Delasay & Armann Ingolfsson & Bora Kolfal, 2016. "Modeling Load and Overwork Effects in Queueing Systems with Adaptive Service Rates," Operations Research, INFORMS, vol. 64(4), pages 867-885, August.
    6. Andersen, Anders Reenberg & Nielsen, Bo Friis & Reinhardt, Line Blander & Stidsen, Thomas Riis, 2019. "Staff optimization for time-dependent acute patient flow," European Journal of Operational Research, Elsevier, vol. 272(1), pages 94-105.
    7. Delasay, Mohammad & Ingolfsson, Armann & Kolfal, Bora & Schultz, Kenneth, 2019. "Load effect on service times," European Journal of Operational Research, Elsevier, vol. 279(3), pages 673-686.
    8. Armann Ingolfsson & Elvira Akhmetshina & Susan Budge & Yongyue Li & Xudong Wu, 2007. "A Survey and Experimental Comparison of Service-Level-Approximation Methods for Nonstationary M(t)/M/s(t) Queueing Systems with Exhaustive Discipline," INFORMS Journal on Computing, INFORMS, vol. 19(2), pages 201-214, May.

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