Queueing model for call blending in call centers

DOI10.1109/TAC.2003.815038MaRDI QIDQ5266780zbMATH OpenOpenAlexFDO

Authors Ger Koole, Sandjai Bhulai

Publication date 20 June 2017

Published in IEEE Transactions on Automatic Control (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1109/tac.2003.815038

Mathematics Subject Classification ID

Applications of mathematical programming (90C90) Queues and service in operations research (90B22) Queueing theory (aspects of probability theory) (60K25)

Cited in

(36)

• Heavy outgoing call asymptotics for \(MMPP/M/1/1\) retrial queue with two-way communication
• Central limit theorem for an M/M/1/1 retrial queue with unreliable server and two-way communication
• Optimal control of supervisors balancing individual and joint responsibilities
• Exact analysis for multiserver queueing systems with cross selling
• Unreliable single-server queue with two-way communication and retrials of blocked and interrupted calls for cognitive radio networks
• A stochastic analysis of a network with two levels of service
• Retrial queues with balanced call blending: analysis of single-server and multiserver model
• On the scheduling of operations in a chat contact center
• Two-way communication retrial queues with multiple types of outgoing calls
• Front-office multitasking between service encounters and back-office tasks
• Optimal balanced control for call centers
• DYNAMIC ROUTING POLICIES FOR MULTISKILL CALL CENTERS
• Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System
• Embedded Markov chain approach to retrial queue with vacation, phase repair and multioptional services
• Call centers with a postponed callback offer
• Unintended consequences of optimizing a queue discipline for a service level defined by a percentile of the waiting time
• Markov chain models of a telephone call center with call blending
• Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
• AN EFFICIENT METHOD FOR PERFORMANCE ANALYSIS OF BLENDED CALL CENTERS WITH REDIAL
• Two-way communication orbit queues with server vacation
• An optimal callback policy for general arrival processes: a pathwise analysis
• The transient blended queue
• Dynamic policy for idling time preservation
• Profit maximization in flexible serial queueing networks
• Dynamic routing in large-scale service systems with heterogeneous servers
• Queueing models of call centers: An introduction
• Optimal resource allocation for multiqueue systems with a shared server pool
• Two-class routing with admission control and strict priorities
• Diffusion approximation for the MAP/GI/1 retrial queue with two-way communication
• Two‐class constrained optimization with applications to queueing control
• Markovian retrial queues with two way communication
• Online scheduling policies for multiclass call centers with impatient customers
• Scaling limits for single server retrial queues with two-way communication
• Approximate dynamic programming techniques for skill-based routing in call centers
• Reservation, a tool to reduce the balking effect and the probability of delay
• Retrial queueing model with two-way communication, unreliable server and resume of interrupted call for cognitive radio networks

This page was built for publication: Queueing model for call blending in call centers

Report a bug (only for logged in users!)Click here to report a bug for this page (MaRDI item Q5266780)