Managing Response Time in a Call-Routing Problem with Service Failure

DOI10.1287/OPRE.1050.0230MaRDI QIDQ5322151zbMATH OpenOpenAlexFDO

Authors Francis de Véricourt, Yongpin Zhou

Publication date 18 July 2009

Published in Operations Research (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1287/opre.1050.0230

Mathematics Subject Classification ID

Management decision making, including multiple objectives (90B50) Reliability, availability, maintenance, inspection in operations research (90B25) Discrete location and assignment (90B80)

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Cited in

(12)

• When to use speedup: an examination of service systems with returns
• Optimal control of a two-server queueing system with failures
• Stabilizing performance in a service system with time-varying arrivals and customer feedback
• A model of rational retrials in queues
• Search under accumulated pressure
• A fair policy for the \(\mathrm{G}/\mathrm{GI}/N\) queue with multiple server pools
• Routing and staffing when servers are strategic
• A Call-Routing Problem with Service-Level Constraints
• Management of a shared-spectrum network in wireless communications
• Price and speed decisions in customer-intensive services with two classes of customers
• Staffing to maximize profit for call centers with impatient and repeat-calling customers
• Comparison of fluid approximations for service systems with state-dependent service rates and return probabilities

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