Queueing models of call centers: An introduction
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Cited in
(75)- The matrices R and G of matrix analytic methods and the time-inhomogeneous periodic quasi-birth-and-death process
- On the impact of customer balking, impatience and retrials in telecommunication systems
- Outsourcing strategy in two-stage call centers
- An analytic finite capacity queueing network model capturing the propagation of congestion and blocking
- Optimizing daily agent scheduling in a multiskill call center
- Models and approximations for call center design
- Performance analysis and optimization of inbound call centers
- Call centers with a postponed callback offer
- Service system design with immobile servers, stochastic demand and concave-cost capacity selection
- Dynamic allocation of stochastically-arriving flexible resources to random streams of objects with application to kidney cross-transplantation
- Simple and yet efficient estimators for Markovian multiserver queues
- Optimal number of bypasses: minimizing cost of calls to wireless phones under calling party pays
- A polling model with reneging at polling instants
- An M/G/1 queue with second optional service and server breakdowns
- On the counting process for a class of Markovian arrival processes with an application to a queueing system
- Optimal balanced control for call centers
- A matrix continued fraction approach to multiserver retrial queues
- Cost of fairness in agent scheduling for contact centers
- Analysis of dynamic service system between regular and retrial queues with impatient customers
- Asymptotic analysis of resource heterogeneous QS \((\mathrm{MMPP}+2\mathrm{M})^{(2,\nu )}/\mathrm{GI}(2)/\infty\) under equivalently increasing service time
- Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
- A stochastic analysis of a network with two levels of service
- Admission control in a two-class loss system with periodically varying parameters and abandonments
- Auxiliary variables for Bayesian inference in multi-class queueing networks
- Markovian retrial queues with two way communication
- Embedded Markov chain approach to retrial queue with vacation, phase repair and multioptional services
- Analysis of a discrete-time preemptive resume priority buffer
- QBD approximations of a call center queueing model with general patience distribution
- Assessing an ambulance service with queuing theory
- Waiting time distribution of a queueing system with postservice activity
- Analysis of multiserver retrial queueing system: a martingale approach and an algorithm of solution
- Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling
- Attention allocation for decision making queues
- Personnel scheduling in the call center industry
- Performance analysis of multi-processor two-stage tandem call center retrial queues with non-reliable processors
- Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option
- Retrial queues with balanced call blending: analysis of single-server and multiserver model
- scientific article; zbMATH DE number 2088894 (Why is no real title available?)
- Modeling Daily Arrivals to a Telephone Call Center
- To Wait or Not to Wait: Two-Way Functional Hazards Model for Understanding Waiting in Call Centers
- Robust Shift Scheduling in Call Centers
- Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
- An overview for Markov decision processes in queues and networks
- Breaking the dimensionality curse in multi-server queues
- BALKING AND RENEGING IN M/G/s SYSTEMS EXACT ANALYSIS AND APPROXIMATIONS
- DYNAMIC ROUTING POLICIES FOR MULTISKILL CALL CENTERS
- TheM/G/1 Queue with Quasi-Restricted Accessibility
- A preemptive resume priority retrial queue with state dependent arrivals, unreliable server and negative customers
- Bayesian estimation of traffic intensity based on queue length in a multi-server \(\mathrm{M}/\mathrm{M}/s\) queue
- Applying queueing theory to the study of emergency department operations: a survey and a discussion of comparable simulation studies
- A new model for call centre queue management
- Approximate dynamic programming techniques for skill-based routing in call centers
- Nonlinear programming problem for an M-design multi-skill call center with impatience based on queueing model method
- Delay-join the shortest queue routing for a parallel queueing system with removable servers
- Performance approximation for time-dependent queues with generally distributed abandonments
- Variational inference for Markovian queueing networks
- AN EFFICIENT METHOD FOR PERFORMANCE ANALYSIS OF BLENDED CALL CENTERS WITH REDIAL
- A Bayesian approach to parameter inference in queueing networks
- Application of the queueing theory on calculation of the optimal number of employees of the call-centre
- Statistical Analysis of a Telephone Call Center
- Service facilities with risk‐averse customers: a simulation approach
- Designing a call center with an IVR (interactive voice response)
- Nonparametric estimation for multi-server queues based on the number of clients in the system
- A Practice-Oriented Overview of Call Center Workforce Planning
- Queueing system with control by admission of retrial requests depending on the number of busy servers and state of the underlying process of Markov arrival process of primary requests
- Classical and Bayesian estimations of performance measures in a single server Markovian queueing system based on arrivals during service times
- Queueing network model of a call center with customer retrials and impatient customers
- A fast staffing algorithm for multistage call centers with impatient customers and time-dependent overflow
- Queues with service resetting
- Minimum cost in a mix of new and old reusable items: an application to sizing a fleet of delivery trucks
- Staffing decisions for heterogeneous workers with turnover
- Applications of maximum queue lengths to call center management
- Markov chain models of a telephone call center with call blending
- \(M/M/s\) queue with impatient customers and retrials
- The well-posedness of an \(M/G/1\) queue with second optional service and server breakdown
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