Optimal staffing for ticket queues

DOI10.1007/S11134-022-09854-8MaRDI QIDQ2095037zbMATH OpenOpenAlexFDO

Authors Li Xiao, Susan H. Xu, David D. Yao, Hanqin Zhang

Publication date 9 November 2022

Published in Queueing Systems (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1007/s11134-022-09854-8

zbMATH Keywords

customer abandonmentfractional programmingMarkov chainoptimal staffingrandom walkticket queue

Mathematics Subject Classification ID

Applications of Markov renewal processes (reliability, queueing networks, etc.) (60K20) Queueing theory (aspects of probability theory) (60K25) Applications of queueing theory (congestion, allocation, storage, traffic, etc.) (60K30) Queues and service in operations research (90B22)

Recommendations

• Staffing of time-varying queues to achieve time-stable performance
• Ticket queues with regular and strategic customers
• Staffing many-server queues with impatient customers: constraint satisfaction in call centers
• Application of the queueing theory on calculation of the optimal number of employees of the call-centre
• Performance analysis of a queue with congestion-based staffing policy
• Optimal staffing for cyclically scheduled processes
• Staffing for many-server systems facing non-standard arrival processes
• Optimization of underloaded queueing system
• Optimal dispatching in a tandem queue
• Staffing many‐server queues with autoregressive inputs

Cites work

• A Call-Routing Problem with Service-Level Constraints
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• Adaptive behavior of impatient customers in tele-queues: theory and empirical support
• Analysis and Applications of the Delay Cycle for the M/M/c Queueing System
• Comparisons of ticket and standard queues
• Dimensioning Large Call Centers
• Heavy-Traffic Limits for Queues with Many Exponential Servers
• scientific article; zbMATH DE number 1093829 (Why is no real title available?)
• Note—A Single Server Queue with Constant Service Time and Restricted Accessibility
• On queueing systems with variable service capacities
• Performance analysis of a queue with congestion-based staffing policy
• Queueing systems with restricted workload: an explicit solution
• Refined models for efficiency-driven queues with applications to delay announcements and staffing
• Reneging Phenomena in Single Channel Queues
• Service performance analysis and improvement for a ticket queue with balking customers
• Single-server queues with impatient customers
• Some Queuing Problems with Balking and Reneging. I
• Some Queuing Problems with Balking and Reneging—II
• Staffing call centers with impatient customers: refinements to many-server asymptotics
• Staffing many-server queues with impatient customers: constraint satisfaction in call centers
• Statistical Analysis of a Telephone Call Center
• Technical Note—Turning Off a Server with Customers Present: Is This Any Way to Run an M/M/c Queue with Removable Servers?
• The Markovian Queue with Bounded Waiting time
• The Stationary Solution of a Multiserver Queuing Model with Discouragement

Cited in

(5)

• The venue management problem: setting staffing levels, shifts and shift schedules at concession stands
• Service performance analysis and improvement for a ticket queue with balking customers
• Performance analysis of a queue with congestion-based staffing policy
• Comparisons of ticket and standard queues
• Analytical modelling of systems with a ticket queue

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