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

DOI10.1016/J.ORL.2016.10.011MaRDI QIDQ1709983zbMATH OpenOpenAlexFDO

Authors 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)

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Cites work

• scientific article; zbMATH DE number 3522951 (Why is no real title available?)
• First in line waiting times as a tool for analysing queueing systems
• Queueing model for call blending in call centers
• Sample-path analysis of queueing systems
• Service-level agreements in call centers: perils and prescriptions

Cited in

(6)

• 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
• A uniformization approach for the dynamic control of queueing systems with abandonments
• Age-based Markovian approximation of the G/M/1 queue

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