A TIME-VARYING CALL CENTER DESIGN VIA LAGRANGIAN MECHANICS

DOI10.1017/S0269964809000151MaRDI QIDQ3645157zbMATH OpenOpenAlexFDO

Authors Otis B. Jennings, William A. Massey, Robert Cornelius Hampshire

Publication date 16 November 2009

Published in Probability in the Engineering and Informational Sciences (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1017/s0269964809000151

Mathematics Subject Classification ID

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

Recommendations

• Staffing of time-varying queues to achieve time-stable performance
• Flexible staffing for call centers with non-stationary arrival rates
• Dimensioning Large Call Centers
• Staffing many-server queues with impatient customers: constraint satisfaction in call centers
• Engineering solution of a basic call-center model

Cites work

• An analysis of the modified offered-load approximation for the nonstationary Erlang loss model
• An exact and efficient algorithm for the constrained dynamic operator staffing problem for call centers
• Call centers with impatient customers: Many-server asymptotics of the M/M/\(n+G\) queue
• Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method
• Dimensioning Large Call Centers
• scientific article; zbMATH DE number 635656 (Why is no real title available?)
• Server Staffing to Meet Time-Varying Demand
• Staffing of time-varying queues to achieve time-stable performance
• Statistical Analysis of a Telephone Call Center
• Strong approximation for Markovian service networks

Cited in

(10)

• Fluid approximations and control of queues in emergency departments
• A Poisson-Charlier approximation for nonstationary queues
• The venue management problem: setting staffing levels, shifts and shift schedules at concession stands
• Gaussian skewness approximation for dynamic rate multi-server queues with abandonment
• Strong approximations for time-varying infinite-server queues with non-renewal arrival and service processes
• Call center service times are lognormal: a Fokker-Planck description
• Approximations for the queue length distributions of time-varying many-server queues
• New perspectives on the Erlang-A queue
• Nonstationary loss queues via cumulant moment approximations
• The number of overlapping customers in Erlang-A queues: an asymptotic approach

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