Data networks
Strong approximations for Markovian service networks
Queueing Systems: Theory and Applications
Heavy traffic resource pooling in parallel-server systems
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
Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers
Queueing Systems: Theory and Applications
Call-Routing Schemes for Call-Center Outsourcing
Manufacturing & Service Operations Management
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
Queue-and-Idleness-Ratio Controls in Many-Server Service Systems
Mathematics of Operations Research
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
State Space Collapse in Many-Server Diffusion Limits of Parallel Server Systems
Mathematics of Operations Research
Shadow-Routing Based Control of Flexible Multiserver Pools in Overload
Operations Research
Queueing Systems: Theory and Applications
Stability analysis of N-model systems under a static priority rule
Queueing Systems: Theory and Applications
Mathematics of Operations Research
Dynamic scheduling of a GI/GI/1+GI queue with multiple customer classes
Queueing Systems: Theory and Applications
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We consider a class of parallel server systems that are known as N-systems. In an N-system, there are two customer classes that are catered by servers in two pools. Servers in one of the pools are cross-trained and can serve customers from both classes, whereas all of the servers in the other pool can serve only one of the customer classes. A customer reneges from his queue if his waiting time in the queue exceeds his patience. Our objective is to minimize the total cost that includes a linear holding cost and a reneging cost. We prove that, when the service speed is pool dependent, but not class dependent, a cμ-type greedy policy is asymptotically optimal in many-server heavy traffic.