Routing and Staffing in Customer Service Chat Systems with Impatient Customers

DOI10.1287/opre.2014.1284zbMath1302.90051OpenAlexW2115354294MaRDI QIDQ2931711

Tolga Tezcan, Jiheng Zhang

Publication date: 26 November 2014

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

Full work available at URL: https://semanticscholar.org/paper/453aef8958544f6779a31edfb9608fc72b8a1130

zbMATH Keywords

indifference zoneBayesian statisticssequential analysisranking and selection

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

Related Items

Approximations for Chat Service Systems Using Many-Server Diffusion Limits, Diffusion-level universality of many-server systems with concurrent service, On the scheduling of operations in a chat contact center, Front-office multitasking between service encounters and back-office tasks, Comparison of fluid approximations for service systems with state-dependent service rates and return probabilities

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