Modeling the IRS taxpayer information system
Operations Research
Strong approximations for Markovian service networks
Queueing Systems: Theory and Applications
Designing a Call Center with Impatient Customers
Manufacturing & Service Operations Management
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Dimensioning Large Call Centers
Operations Research
Variational optimization for call center staffing
Proceedings of the 2005 conference on Diversity in computing
Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue
Queueing Systems: Theory and Applications
Staffing of Time-Varying Queues to Achieve Time-Stable Performance
Management Science
Critically Loaded Time-Varying Multiserver Queues: Computational Challenges and Approximations
INFORMS Journal on Computing
Gaussian skewness approximation for dynamic rate multi-server queues with abandonment
Queueing Systems: Theory and Applications
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We consider a multiserver delay queue with finite additional waiting spaces and time-varying arrival rates, where the customers waiting in the buffer may abandon. These are features that arise naturally from the study of service systems such as call centers. Moreover, we assume rewards for successful service completions and cost rates for service resources. Finally, we consider service-level agreements that constrain both the fractions of callers who abandon and the ones who are blocked. Applying the theory of Lagrangian mechanics to the fluid limit of a related Markovian service network model, we obtain near-profit-optimal staffing and provisioning schedules. The nature of this solution consists of three modes of operation. A key step in deriving this solution is combining the modified offered load approximation for loss systems with our fluid model. We use them to estimate effectively both our service-level agreement metrics and the profit for the original queuing model. Second-order profit improvements are achieved through a modified offered load version of the conventional square root safety rule.