Staffing and control of instant messaging contact centers

DOI10.1287/OPRE.1120.1151zbMATH Open1276.60101OpenAlexW2171864410MaRDI QIDQ5301130FDOQ5301130

Authors: Jun Luo, Jiheng Zhang 

Publication date: 2 July 2013

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

Full work available at URL: https://semanticscholar.org/paper/07f888fda38b9f86418c088d27ab9befa012baf5

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zbMATH Keywords

fluid modelsmany-server queueslimited processor-sharingstaffing and control

Mathematics Subject Classification ID

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

Cited In (8)

• A survey on skill-based routing with applications to service operations management
• On the scheduling of operations in a chat contact center
• Routing and staffing in customer service chat systems with impatient customers
• Approximations for chat service systems using many-server diffusion limits
• Comparison of fluid approximations for service systems with state-dependent service rates and return probabilities
• On the instability of matching queues
• Management of a shared-spectrum network in wireless communications
• Optimal staffing in nonstationary service centers with constraints

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