Wait-Time Predictors for Customer Service Systems with Time-Varying Demand and Capacity

Authors:
Rouba Ibrahim;Ward Whitt
Affiliations:
Desautels Faculty of Management, McGill University, Montreal, Quebec H3A 1G5, Canada;Department of Industrial Engineering and Operations Research, Columbia University, New York, New York 10027
Venue:
Operations Research
Year:
2011

Citing 12
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Abstract

We develop new, improved real-time delay predictors for many-server service systems with a time-varying arrival rate, a time-varying number of servers, and customer abandonment. We develop four new predictors, two of which exploit an established deterministic fluid approximation for a many-server queueing model with those features. These delay predictors can be used to make delay announcements. We use computer simulation to show that the proposed predictors outperform previous predictors.