Queueing model for call blending in call centers

DOI10.1109/TAC.2003.815038MaRDI QIDQ5266780zbMATH OpenOpenAlexFDO

Authors 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

Queueing theory (aspects of probability theory) (60K25) Queues and service in operations research (90B22) Applications of mathematical programming (90C90)

Cited in

(37)

• 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
• Reservation, a tool to reduce the balking effect and the probability of delay
• Exact analysis for multiserver queueing systems with cross selling
• On the scheduling of operations in a chat contact center
• Queueing models of call centers: An introduction
• Optimal balanced control for call centers
• Central limit theorem for an M/M/1/1 retrial queue with unreliable server and two-way communication
• Front-office multitasking between service encounters and back-office tasks
• The transient blended queue
• A stochastic analysis of a network with two levels of service
• Two-way communication retrial queues with multiple types of outgoing calls
• Markovian retrial queues with two way communication
• Embedded Markov chain approach to retrial queue with vacation, phase repair and multioptional services
• Two-way communication orbit queues with server vacation
• Retrial queues with balanced call blending: analysis of single-server and multiserver model
• Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System
• Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
• DYNAMIC ROUTING POLICIES FOR MULTISKILL CALL CENTERS
• Two-class routing with admission control and strict priorities
• Heavy outgoing call asymptotics for \(MMPP/M/1/1\) retrial queue with two-way communication
• Profit maximization in flexible serial queueing networks
• Approximate dynamic programming techniques for skill-based routing in call centers
• Unreliable single-server queue with two-way communication and retrials of blocked and interrupted calls for cognitive radio networks
• Retrial queueing model with two-way communication, unreliable server and resume of interrupted call for cognitive radio networks
• Scaling limits for single server retrial queues with two-way communication
• An optimal callback policy for general arrival processes: a pathwise analysis
• AN EFFICIENT METHOD FOR PERFORMANCE ANALYSIS OF BLENDED CALL CENTERS WITH REDIAL
• Dynamic policy for idling time preservation
• Two‐class constrained optimization with applications to queueing control
• Optimal resource allocation for multiqueue systems with a shared server pool
• Diffusion approximation for the MAP/GI/1 retrial queue with two-way communication
• Optimal control of supervisors balancing individual and joint responsibilities
• Performance analysis of a single server priority retrial queue with two-way communication
• Dynamic routing in large-scale service systems with heterogeneous servers
• Markov chain models of a telephone call center with call blending
• Online scheduling policies for multiclass call centers with impatient customers

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