Unintended consequences of optimizing a queue discipline for a service level defined by a percentile of the waiting time

DOI10.1016/J.ORL.2016.10.011zbMATH Open1408.90083OpenAlexW2544888243MaRDI QIDQ1709983FDOQ1709983

Benjamin Legros

Publication date: 15 January 2019

Published in: Operations Research Letters (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1016/j.orl.2016.10.011

zbMATH Keywords

queueing systemsprioritywaiting timestaffingqueue discipline

Mathematics Subject Classification ID

Queues and service in operations research (90B22) Queueing theory (aspects of probability theory) (60K25)

Cites Work

• Title not available (Why is that?)
• Queueing model for call blending in call centers
• Service-Level Agreements in Call Centers: Perils and Prescriptions
• Sample-path analysis of queueing systems
• First in Line Waiting Times as a Tool for Analysing Queueing Systems

Cited In (6)

• A Uniformization Approach for the Dynamic Control of Queueing Systems with Abandonments
• Call centers with a postponed callback offer
• Late-rejection, a strategy to perform an overflow policy
• Waiting time based routing policies to parallel queues with percentiles objectives
• Dynamic policy for idling time preservation
• Age-based Markovian approximation of the G/M/1 queue

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