On the invariance principle for the first passage time
Mathematics of Operations Research
Queueing Systems: Theory and Applications
State space collapse with application to heavy traffic limits for multiclass queueing 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
Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers
Queueing Systems: Theory and Applications
Contact Centers with a Call-Back Option and Real-Time Delay Information
Operations Research
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
Optimal Control of Distributed Parallel Server Systems Under the Halfin and Whitt Regime
Mathematics of Operations Research
Stationary Distribution Convergence for Generalized Jackson Networks in Heavy Traffic
Mathematics of Operations Research
Scheduling Flexible Servers with Convex Delay Costs in Many-Server Service Systems
Manufacturing & Service Operations Management
State Space Collapse in Many-Server Diffusion Limits of Parallel Server Systems
Mathematics of Operations Research
Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems
Operations Research
A blind policy for equalizing cumulative idleness
Queueing Systems: Theory and Applications
A Fluid Approximation for Service Systems Responding to Unexpected Overloads
Operations Research
Overflow Networks: Approximations and Implications to Call Center Outsourcing
Operations Research
A Fluid Limit for an Overloaded X Model via a Stochastic Averaging Principle
Mathematics of Operations Research
Analysis of operational data to improve performance in service delivery systems
Proceedings of the 8th International Conference on Network and Service Management
Diffusion approximation for an overloaded X model via a stochastic averaging principle
Queueing Systems: Theory and Applications
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Motivated by call centers, we study large-scale service systems with multiple customer classes and multiple agent pools, each with many agents. We propose a family of routing rules called queue-and-idleness-ratio (QIR) rules. A newly available agent next serves the customer from the head of the queue of the class (from among those he is eligible to serve) whose queue length most exceeds a specified state-dependent proportion of the total queue length. An arriving customer is routed to the agent pool whose idleness most exceeds a specified state-dependent proportion of the total idleness. We identify regularity conditions on the network structure and system parameters under which QIR produces an important state-space collapse (SSC) result in the quality-and-efficiency-driven (QED) many-server heavy-traffic limiting regime. The SSC result is applied here to prove stochastic-process limits and in subsequent papers to solve important staffing and control problems for large-scale service systems.