Brownian networks with discretionary routing
Operations Research
The pointwise stationary approximation for M1/M1/s
Management Science
Improving Service by Informing Customers About Anticipated Delays
Management Science
Strong approximations for Markovian service networks
Queueing Systems: Theory and Applications
A Method for Staffing Large Call Centers Based on Stochastic Fluid Models
Manufacturing & Service Operations Management
Queueing Systems: Theory and Applications
Managing Response Time in a Call-Routing Problem with Service Failure
Operations Research
Fluid Models for Multiserver Queues with Abandonments
Operations Research
The Impact of Delay Announcements in Many-Server Queues with Abandonment
Operations Research
On a Data-Driven Method for Staffing Large Call Centers
Operations Research
Overflow Networks: Approximations and Implications to Call Center Outsourcing
Operations Research
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Generalizing earlier work on staffing and routing in telephone call centers, we consider a processing network model with large server pools and doubly stochastic input flows. In this model the processing of a job may involve several distinct operations. Alternative processing modes are also allowed. Given a finite planning horizon, attention is focused on the two-level problem of capacity choice and dynamic system control. A pointwise stationary fluid model (PSFM) is used to approximate system dynamics, which allows development of practical policies with a manageable computational burden. Earlier work in more restrictive settings suggests that our method is asymptotically optimal in a parameter regime of practical interest, but this paper contains no formal limit theory. Rather, it develops a PSFM calculus that is broadly accessible, with an emphasis on modeling and practical computation.