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Engineering Solution of a Basic Call-Center Model

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Cited by:

  1. Zeynep Akşin & Baris Ata & Seyed Morteza Emadi & Che-Lin Su, 2017. "Impact of Delay Announcements in Call Centers: An Empirical Approach," Operations Research, INFORMS, vol. 65(1), pages 242-265, February.
  2. Anatolii Puhalskii, 2013. "On the $$M_t/M_t/K_t+M_t$$ queue in heavy traffic," Mathematical Methods of Operations Research, Springer;Gesellschaft für Operations Research (GOR);Nederlands Genootschap voor Besliskunde (NGB), vol. 78(1), pages 119-148, August.
  3. Ward Whitt, 2006. "Sensitivity of Performance in the Erlang-A Queueing Model to Changes in the Model Parameters," Operations Research, INFORMS, vol. 54(2), pages 247-260, April.
  4. Pei, Zhi & Dai, Xu & Yuan, Yilun & Du, Rui & Liu, Changchun, 2021. "Managing price and fleet size for courier service with shared drones," Omega, Elsevier, vol. 104(C).
  5. Zohar Feldman & Avishai Mandelbaum & William A. Massey & Ward Whitt, 2008. "Staffing of Time-Varying Queues to Achieve Time-Stable Performance," Management Science, INFORMS, vol. 54(2), pages 324-338, February.
  6. Defraeye, Mieke & Van Nieuwenhuyse, Inneke, 2016. "Staffing and scheduling under nonstationary demand for service: A literature review," Omega, Elsevier, vol. 58(C), pages 4-25.
  7. Rouba Ibrahim, 2018. "Sharing delay information in service systems: a literature survey," Queueing Systems: Theory and Applications, Springer, vol. 89(1), pages 49-79, June.
  8. Avishai Mandelbaum & Sergey Zeltyn, 2009. "Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers," Operations Research, INFORMS, vol. 57(5), pages 1189-1205, October.
  9. Jeunghyun Kim & Ramandeep S. Randhawa & Amy R. Ward, 2018. "Dynamic Scheduling in a Many-Server, Multiclass System: The Role of Customer Impatience in Large Systems," Manufacturing & Service Operations Management, INFORMS, vol. 20(2), pages 285-301, May.
  10. 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.
  11. Opher Baron & Joseph Milner, 2009. "Staffing to Maximize Profit for Call Centers with Alternate Service-Level Agreements," Operations Research, INFORMS, vol. 57(3), pages 685-700, June.
  12. Liu, Yunan & Whitt, Ward, 2017. "Stabilizing performance in a service system with time-varying arrivals and customer feedback," European Journal of Operational Research, Elsevier, vol. 256(2), pages 473-486.
  13. Hideaki Takagi, 2016. "Waiting time in the M/M/ $$ m $$ m LCFS nonpreemptive priority queue with impatient customers," Annals of Operations Research, Springer, vol. 247(1), pages 257-289, December.
  14. Charles Knessl & Johan Leeuwaarden, 2015. "Transient analysis of the Erlang A model," Mathematical Methods of Operations Research, Springer;Gesellschaft für Operations Research (GOR);Nederlands Genootschap voor Besliskunde (NGB), vol. 82(2), pages 143-173, October.
  15. Legros, Benjamin & Fransoo, Jan C., 2024. "Admission and pricing optimization of on-street parking with delivery bays," European Journal of Operational Research, Elsevier, vol. 312(1), pages 138-149.
  16. Zanna Aa & Josée Bloemer & Jörg Henseler, 2015. "Using customer contact centres as relationship marketing instruments," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 185-208, June.
  17. J. E. Reed & Amy R. Ward, 2008. "Approximating the GI/GI/1+GI Queue with a Nonlinear Drift Diffusion: Hazard Rate Scaling in Heavy Traffic," Mathematics of Operations Research, INFORMS, vol. 33(3), pages 606-644, August.
  18. Rouba Ibrahim & Ward Whitt, 2011. "Wait-Time Predictors for Customer Service Systems with Time-Varying Demand and Capacity," Operations Research, INFORMS, vol. 59(5), pages 1106-1118, October.
  19. Yunan Liu & Ward Whitt, 2012. "Stabilizing Customer Abandonment in Many-Server Queues with Time-Varying Arrivals," Operations Research, INFORMS, vol. 60(6), pages 1551-1564, December.
  20. Bolandifar, Ehsan & DeHoratius, Nicole & Olsen, Tava, 2023. "Modeling abandonment behavior among patients," European Journal of Operational Research, Elsevier, vol. 306(1), pages 243-254.
  21. Mor Armony & Erica Plambeck & Sridhar Seshadri, 2009. "Sensitivity of Optimal Capacity to Customer Impatience in an Unobservable M/M/S Queue (Why You Shouldn't Shout at the DMV)," Manufacturing & Service Operations Management, INFORMS, vol. 11(1), pages 19-32, June.
  22. Rouba Ibrahim & Ward Whitt, 2009. "Real-Time Delay Estimation in Overloaded Multiserver Queues with Abandonments," Management Science, INFORMS, vol. 55(10), pages 1729-1742, October.
  23. Niyirora, Jerome & Zhuang, Jun, 2017. "Fluid approximations and control of queues in emergency departments," European Journal of Operational Research, Elsevier, vol. 261(3), pages 1110-1124.
  24. Josh Reed & Tolga Tezcan, 2012. "Hazard Rate Scaling of the Abandonment Distribution for the GI/M/n + GI Queue in Heavy Traffic," Operations Research, INFORMS, vol. 60(4), pages 981-995, August.
  25. Jouini, Oualid & Pot, Auke & Koole, Ger & Dallery, Yves, 2010. "Online scheduling policies for multiclass call centers with impatient customers," European Journal of Operational Research, Elsevier, vol. 207(1), pages 258-268, November.
  26. Whitt, Ward, 2012. "Fitting birth-and-death queueing models to data," Statistics & Probability Letters, Elsevier, vol. 82(5), pages 998-1004.
  27. Ohad Perry & Ward Whitt, 2009. "Responding to Unexpected Overloads in Large-Scale Service Systems," Management Science, INFORMS, vol. 55(8), pages 1353-1367, August.
  28. Roubos, Alex & Jouini, Oualid, 2013. "Call centers with hyperexponential patience modeling," International Journal of Production Economics, Elsevier, vol. 141(1), pages 307-315.
  29. Francis de Véricourt & Otis B. Jennings, 2008. "Dimensioning Large-Scale Membership Services," Operations Research, INFORMS, vol. 56(1), pages 173-187, February.
  30. Pala, Ali & Zhuang, Jun, 2018. "Security screening queues with impatient applicants: A new model with a case study," European Journal of Operational Research, Elsevier, vol. 265(3), pages 919-930.
  31. Xi Chen & Dave Worthington, 2017. "Staffing of time-varying queues using a geometric discrete time modelling approach," Annals of Operations Research, Springer, vol. 252(1), pages 63-84, May.
  32. Jing Dong & Rouba Ibrahim, 2021. "SRPT Scheduling Discipline in Many-Server Queues with Impatient Customers," Management Science, INFORMS, vol. 67(12), pages 7708-7718, December.
  33. Armann Ingolfsson & Ling Tang, 2012. "Efficient and Reliable Computation of Birth-Death Process Performance Measures," INFORMS Journal on Computing, INFORMS, vol. 24(1), pages 29-41, February.
  34. Najiya Fatma & Varun Ramamohan, 2023. "Patient diversion using real-time delay predictions across healthcare facility networks," OR Spectrum: Quantitative Approaches in Management, Springer;Gesellschaft für Operations Research e.V., vol. 45(2), pages 437-476, June.
  35. Ward Whitt, 2006. "Fluid Models for Multiserver Queues with Abandonments," Operations Research, INFORMS, vol. 54(1), pages 37-54, February.
  36. Karen Smilowitz & Maciek Nowak & Tingting Jiang, 2013. "Workforce Management in Periodic Delivery Operations," Transportation Science, INFORMS, vol. 47(2), pages 214-230, May.
  37. Tkachenko Andrey, 2013. "Multichannel queuing systems with balking and regenerative input fl ow," HSE Working papers WP BRP 14/STI/2013, National Research University Higher School of Economics.
  38. Rodney B. Wallace & Ward Whitt, 2005. "A Staffing Algorithm for Call Centers with Skill-Based Routing," Manufacturing & Service Operations Management, INFORMS, vol. 7(4), pages 276-294, August.
  39. Yan Chen & Ward Whitt, 2020. "Algorithms for the upper bound mean waiting time in the GI/GI/1 queue," Queueing Systems: Theory and Applications, Springer, vol. 94(3), pages 327-356, April.
  40. Odysseas Kanavetas & Barış Balcıog̃lu, 2022. "The “Sensitive” Markovian queueing system and its application for a call center problem," Annals of Operations Research, Springer, vol. 317(2), pages 651-664, October.
  41. Yacov Satin & Alexander Zeifman & Alexander Sipin & Sherif I. Ammar & Janos Sztrik, 2020. "On Probability Characteristics for a Class of Queueing Models with Impatient Customers," Mathematics, MDPI, vol. 8(4), pages 1-15, April.
  42. Legros, Benjamin & Fransoo, Jan C., 2023. "Admission and pricing optimization of on-street parking with delivery bays," Other publications TiSEM 6d41ee5c-27dc-4d34-aff1-4, Tilburg University, School of Economics and Management.
  43. Ward Whitt, 2016. "Heavy-traffic fluid limits for periodic infinite-server queues," Queueing Systems: Theory and Applications, Springer, vol. 84(1), pages 111-143, October.
  44. G. M. Koole & B. F. Nielsen & T. B. Nielsen, 2012. "First in Line Waiting Times as a Tool for Analysing Queueing Systems," Operations Research, INFORMS, vol. 60(5), pages 1258-1266, October.
  45. Mor Armony & Nahum Shimkin & Ward Whitt, 2009. "The Impact of Delay Announcements in Many-Server Queues with Abandonment," Operations Research, INFORMS, vol. 57(1), pages 66-81, February.
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