Resource allocation problems: algorithmic approaches
Resource allocation problems: algorithmic approaches
State space collapse with application to heavy traffic limits for multiclass queueing networks
Queueing Systems: Theory and Applications
Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers
Queueing Systems: Theory and Applications
Optimal control of parallel server systems with many servers in heavy traffic
Queueing Systems: Theory and Applications
Service-Level Differentiation in Call Centers with Fully Flexible Servers
Management Science
Heavy-traffic limits for many-server queues with service interruptions
Queueing Systems: Theory and Applications
Queue-and-Idleness-Ratio Controls in Many-Server Service Systems
Mathematics of Operations Research
Responding to Unexpected Overloads in Large-Scale Service Systems
Management Science
Simplified Control Problems for Multiclass Many-Server Queueing Systems
Mathematics of Operations Research
Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems
Operations Research
When Promotions Meet Operations: Cross-Selling and Its Effect on Call Center Performance
Manufacturing & Service Operations Management
Exploiting Market Size in Service Systems
Manufacturing & Service Operations Management
Control of systems with flexible multi-server pools: a shadow routing approach
Queueing Systems: Theory and Applications
The n-network model with upgrades
Probability in the Engineering and Informational Sciences
A fluid approximation for large-scale service systems
ACM SIGMETRICS Performance Evaluation Review
Centralized vs. Decentralized Ambulance Diversion: A Network Perspective
Management Science
A Fluid Approximation for Service Systems Responding to Unexpected Overloads
Operations Research
Shadow-Routing Based Control of Flexible Multiserver Pools in Overload
Operations Research
Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers
Manufacturing & Service Operations Management
Overflow Networks: Approximations and Implications to Call Center Outsourcing
Operations Research
Queueing Systems: Theory and Applications
A Fluid Limit for an Overloaded X Model via a Stochastic Averaging Principle
Mathematics of Operations Research
Diffusion approximation for an overloaded X model via a stochastic averaging principle
Queueing Systems: Theory and Applications
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In a recent paper we introduced the queue-and-idleness ratio (QIR) family of routing rules for many-server service systems with multiple customer classes and server pools. A newly available server serves the customer from the head of the queue of the class (from among those the server is eligible to serve) whose queue length most exceeds a specified proportion of the total queue length. Under fairly general conditions, QIR produces an important state-space collapse as the total arrival rate and the numbers of servers increase in a coordinated way. That state-space collapse was previously used to delicately balance service levels for the different customer classes. In this sequel, we show that a special version of QIR stochastically minimizes convex holding costs in a finite-horizon setting when the service rates are restricted to be pool dependent. Under additional regularity conditions, the special version of QIR reduces to a simple policy: linear costs produce a priority-type rule, in which the least-cost customers are given low priority. Strictly convex costs (plus other regularity conditions) produce a many-server analogue of the generalized-cμ (Gcμ) rule, under which a newly available server selects a customer from the class experiencing the greatest marginal cost at that time.