Online scheduling policies for multiclass call centers with impatient customers
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Publication:992603
Recommendations
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- On scheduling a multiclass queue with abandonments under general delay costs
Cites work
- scientific article; zbMATH DE number 53195 (Why is no real title available?)
- scientific article; zbMATH DE number 1416627 (Why is no real title available?)
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- MONOTONICITY PROPERTIES FOR MULTISERVER QUEUES WITH RENEGING AND FINITE WAITING LINES
- Managing uncertainty in call centres using Poisson mixtures
- Modeling Daily Arrivals to a Telephone Call Center
- On measuring fairness in queues
- On the heavy-traffic limit theorem for GI/G/∞ queues
- Online scheduling policies for multiclass call centers with impatient customers
- Optimal control of parallel server systems with many servers in heavy traffic
- Optimal policies for multi-server non-preemptive priority queues
- Optimizing daily agent scheduling in a multiskill call center
- Pricing and Design of Differentiated Services: Approximate Analysis and Structural Insights
- Queueing model for call blending in call centers
- Queueing-blocking system with two arrival streams and guard channels
- Service-level agreements in call centers: perils and prescriptions
- Service-level differentiation in call centers with fully flexible servers
- Service-level differentiation in many-server service systems via queue-ratio routing
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- Towards ``zero abandonments in call center performance
Cited in
(12)- Optimal control of a production-inventory system with customer impatience
- Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
- Online scheduling policies for multiclass call centers with impatient customers
- Performance analysis of multi-processor two-stage tandem call center retrial queues with non-reliable processors
- \(M A P + M A P / M_2 / N / \infty\) queueing system with absolute priority and reservation of servers
- Performance evaluation and dimensioning of \(GI^X/M/c/N\) systems through kernel estimation
- Analysis of a last come first served queueing system with customer abandonment
- Server assignment policies in queues with customer abandonments
- On the scheduling of operations in a chat contact center
- Scheduling of multi-class multi-server queueing systems with abandonments
- Scheduling policies for an antiterrorist surveillance system
- Developing effective service policies for multiclass queues with abandonment: asymptotic optimality and approximate policy improvement
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