Critical Thresholds for Dynamic Routing in 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
Dimensioning Large Call Centers
Operations Research
Mathematics of Operations Research
A Method for Staffing Large Call Centers Based on Stochastic Fluid Models
Manufacturing & Service Operations Management
The Slow Server Problem for Uninformed Customers
Queueing Systems: Theory and Applications
Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers
Queueing Systems: Theory and Applications
Queueing Systems: Theory and Applications
On the incomplete results for the heterogeneous server problem
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
Control of a Heterogeneous Two-Server Exponential Queueing System
IEEE Transactions on Software Engineering
Optimal control of parallel server systems with many servers in heavy traffic
Queueing Systems: Theory and Applications
Scheduling Flexible Servers with Convex Delay Costs in Many-Server Service Systems
Manufacturing & Service Operations Management
Queue-and-Idleness-Ratio Controls in Many-Server Service Systems
Mathematics of Operations Research
Simplified Control Problems for Multiclass Many-Server Queueing Systems
Mathematics of Operations Research
Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems
Operations Research
The cμ/θ Rule for Many-Server Queues with Abandonment
Operations Research
A blind policy for equalizing cumulative idleness
Queueing Systems: Theory and Applications
Two fluid approximations for multi-server queues with abandonments
Operations Research Letters
Customer relationship management and Web mining: the next frontier
Data Mining and Knowledge Discovery
Computers and Industrial Engineering
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Motivated by call centers, we study large-scale service systems with homogeneous impatient customers and heterogeneous servers; the servers differ with respect to their speed of service. For this model, we propose staffing and routing rules that are jointly asymptotically optimal in the heavy-traffic many-server QED, ED, and ED + QED regimes, respectively. For the QED regime, our proposed routing rule is FSF, that assigns customers to the fastest server available first. In the ED and ED + QED regimes, all work-conserving policies perform (asymptotically) equally well. In all these regimes, the form of the asymptotically optimal staffing is consistent with the asymptotically optimal staffing in the same regimes in the single-pool case, respectively. In particular, the total service capacity is (asymptotically) equal to a term that is proportional to the arrival rate plus, possibly, a term that is proportional to the square-root of the arrival rate, with both terms being regime dependent. Our specific proposed approximation for the optimal staffing vector is obtained via a straightforward solution to a deterministic optimization problem subject to a linear feasible region.