Staffing and Control of Instant Messaging Contact Centers

DOI10.1287/opre.1120.1151zbMath1276.60101OpenAlexW2171864410MaRDI QIDQ5301130

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

zbMATH Keywords

fluid modelsmany-server queueslimited processor-sharingstaffing and control

Mathematics Subject Classification ID

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

Related Items (7)

Approximations for Chat Service Systems Using Many-Server Diffusion Limits ⋮ Routing and Staffing in Customer Service Chat Systems with Impatient Customers ⋮ On the instability of matching queues ⋮ A survey on skill-based routing with applications to service operations management ⋮ On the scheduling of operations in a chat contact center ⋮ Comparison of fluid approximations for service systems with state-dependent service rates and return probabilities ⋮ Management of a Shared-Spectrum Network in Wireless Communications

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