Approximations for chat service systems using many-server diffusion limits

DOI10.1287/MOOR.2015.0754MaRDI QIDQ3186527zbMATH OpenOpenAlexFDO

Authors Leon Cui, Tolga Tezcan

Publication date 10 August 2016

Published in Mathematics of Operations Research (Search for Journal in Brave)

Full work available at URL https://semanticscholar.org/paper/ee80946967efcedb8935b8b1e8706e1dd2e2126c

zbMATH Keywords

customer service chat systemsdiffusion approximationsheavy-traffic many-server regimequeueing theory

Mathematics Subject Classification ID

Functional limit theorems; invariance principles (60F17) Queueing theory (aspects of probability theory) (60K25) Queues and service in operations research (90B22)

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Cites work

• A survey on discriminatory processor sharing
• Heavy-Traffic Limits for Queues with Many Exponential Servers
• Heavy-Traffic Limits for the G/H₂*/n/mQueue
• scientific article; zbMATH DE number 51724 (Why is no real title available?)
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• scientific article; zbMATH DE number 1354815 (Why is no real title available?)
• scientific article; zbMATH DE number 879792 (Why is no real title available?)
• Law of Large Number Limits of Limited Processor-Sharing Queues
• Many-server diffusion limits for \(G/Ph/n+GI\) queues
• Martingale proofs of many-server heavy-traffic limits for Markovian queues
• On the Invariance Principle for the First Passage Time
• Optimal Control of Distributed Parallel Server Systems Under the Halfin and Whitt Regime
• Routing and staffing in customer service chat systems with impatient customers
• Staffing and control of instant messaging contact centers
• State space collapse in many-server diffusion limits of parallel server systems
• State space collapse with application to heavy traffic limits for multiclass queueing networks
• Strong approximation for Markovian service networks
• The multiclass GI/PH/N queue in the Halfin-Whitt regime

Cited in

(6)

• On the scheduling of operations in a chat contact center
• Front-office multitasking between service encounters and back-office tasks
• Excursion-based universal approximations for the Erlang-A queue in steady-state
• Staffing and control of instant messaging contact centers
• Diffusion-level universality of many-server systems with concurrent service
• Chat service in a multichannel system under competition where customers are boundedly rational

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