Queueing model for call blending in call centers

DOI10.1109/TAC.2003.815038zbMATH Open1364.90117OpenAlexW2155555462MaRDI QIDQ5266780FDOQ5266780

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 (34)

• Central limit theorem for an \(M/M/1/1\) retrial queue with unreliable server and two-way communication
• Exact analysis for multiserver queueing systems with cross selling
• An Optimal Callback Policy for General Arrival Processes: A Pathwise Analysis
• TWO-CLASS ROUTING WITH ADMISSION CONTROL AND STRICT PRIORITIES
• A stochastic analysis of a network with two levels of service
• Two-way communication retrial queues with multiple types of outgoing calls
• On the scheduling of operations in a chat contact center
• Retrial queues with balanced call blending: analysis of single-server and multiserver model
• Front-office multitasking between service encounters and back-office tasks
• DYNAMIC ROUTING POLICIES FOR MULTISKILL CALL CENTERS
• Optimal balanced control for 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
• AN EFFICIENT METHOD FOR PERFORMANCE ANALYSIS OF BLENDED CALL CENTERS WITH REDIAL
• Markov chain models of a telephone call center with call blending
• Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
• APPROXIMATE DYNAMIC PROGRAMMING TECHNIQUES FOR SKILL-BASED ROUTING IN CALL CENTERS
• Two-way communication orbit queues with server vacation
• Heavy Outgoing Call Asymptotics for $${MMPP{\slash }}M{\slash }1{\slash }1$$ Retrial Queue with Two-Way Communication
• The transient blended queue
• Retrial Queueing Model with Two-Way Communication, Unreliable Server and Resume of Interrupted Call for Cognitive Radio Networks
• 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 constrained optimization with applications to queueing control
• Unreliable Single-Server Queue with Two-Way Communication and Retrials of Blocked and Interrupted Calls for Cognitive Radio Networks
• 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
• Reservation, a tool to reduce the balking effect and the probability of delay

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