Refined models for efficiency-driven queues with applications to delay announcements and staffing

DOI10.1287/OPRE.2017.1619MaRDI QIDQ4598651zbMATH OpenOpenAlexFDO

Authors Junfei Huang, Avishai Mandelbaum, Jiheng Zhang, Hanqin Zhang

Publication date 15 December 2017

Published in Operations Research (Search for Journal in Brave)

Full work available at URL https://semanticscholar.org/paper/14c4233e4d3dd7eb015966171d6897db4af6e733

zbMATH Keywords

call centerscustomer abandonmentdelay announcementED+QEDrefined approximationstaffing

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

Recommendations

• The Impact of Delay Announcements in Many-Server Queues with Abandonment
• Improving service by informing customers about anticipated delays
• Staffing to stabilize the tail probability of delay in service systems with time-varying demand
• Stabilizing customer abandonment in many-server queues with time-varying arrivals
• Real-Time Delay Estimation in Overloaded Multiserver Queues with Abandonments

Cited in

(15)

• Two-parameter process limits for infinite-server queues with dependent service times via chaining bounds
• Sharing delay information in service systems: a literature survey
• Many-server Gaussian limits for overloaded non-Markovian queues with customer abandonment
• Optimal staffing for ticket queues
• \(\mathrm{G}/\mathrm{GI}/N (+ \mathrm{GI})\) queues with service interruptions in the Halfin-Whitt regime
• Gaussian limits for a fork-join network with nonexchangeable synchronization in heavy traffic
• To Wait or Not to Wait: Two-Way Functional Hazards Model for Understanding Waiting in Call Centers
• Diffusion Approximation for Efficiency-Driven Queues When Customers Are Patient
• Service systems with slowdowns: potential failures and proposed solutions
• Scheduling to Differentiate Service in a Multiclass Service System
• To pool or not to pool: queueing design for large-scale service systems
• Economies-of-scale in many-server queueing systems: tutorial and partial review of the QED Halfin-Whitt heavy-traffic regime
• Two-parameter process limits for an infinite-server queue with arrival dependent service times
• Applications of fluid models in service operations management
• Police staffing and workload assignment in law enforcement using multi-server queueing models

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