The physics of the Mt/G/ ∞ symbol Queue
Operations Research
Management Science
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
Engineering Solution of a Basic Call-Center Model
Management Science
Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue
Queueing Systems: Theory and Applications
Fluid Models for Multiserver Queues with Abandonments
Operations Research
Analysis and Comparison of Queues with Different Levels of Delay Information
Management Science
The Impact of Delay Announcements in Many-Server Queues with Abandonment
Operations Research
Real-Time Delay Estimation Based on Delay History
Manufacturing & Service Operations Management
Service Interruptions in Large-Scale Service Systems
Management Science
Delay predictors for customer service systems with time-varying parameters
Proceedings of the Winter Simulation Conference
Manufacturing & Service Operations Management
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We use heavy-traffic limits and computer simulation to study the performance of alternative real-time delay estimators in the overloaded GI/GI/s+GI multiserver queueing model, allowing customer abandonment. These delay estimates may be used to make delay announcements in call centers and related service systems. We characterize performance by the expected mean squared error in steady state. We exploit established approximations for performance measures with a nonexponential abandonment-time distribution to obtain new delay estimators that effectively cope with nonexponential abandonment-time distributions.