Predicting queueing delays

DOI10.1287/MNSC.45.6.870MaRDI QIDQ3116675zbMATH OpenOpenAlexFDO

Authors Ward Whitt

Publication date 12 February 2012

Published in Management Science (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1287/mnsc.45.6.870

zbMATH Keywords

service systemstelephone call centers

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

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Cited in

(20)

• Moments of first passage times in general birth-death processes
• Dynamic staffing in a telephone call center aiming to immediately answer all calls
• Benefits of providing amenities to impatient waiting customers.
• Personalized queues: the customer view, via a fluid model of serving least-patient first
• Predicting departure times in multi-stage queueing systems
• A nonparametric predictive method for queues
• Sharing delay information in service systems: a literature survey
• A survey of parameter and state estimation in queues
• Wait-time predictors for customer service systems with time-varying demand and capacity
• Improving service by informing customers about anticipated delays
• Optimal Prediction of Queue Lengths and Delays in GI/M/m Multiserver Queues
• An approximation model for sojourn time distributions in acyclic multi-server queueing networks
• Predicting the performance of queues -- a data analytic approach
• Optimal Prediction of Times and Queue Lengths in the M/G/1 Queue
• Waiting-time estimation in walk-in clinics
• Speech Compression in Attendant Services: Analysis of a Queueing System with Delay-Dependent Service Times
• Using strategic idleness to improve customer service experience in service networks
• Queues with choice via delay differential equations
• Patient diversion using real-time delay predictions across healthcare facility networks
• Estimation of the mean waiting time of a customer subject to balking: a simulation study

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