The pointwise stationary approximation for M1/M1/s
Management Science
The physics of the Mt/G/ ∞ symbol Queue
Operations Research
On the accuracy of the simple peak hour approximation for Markovian queues
Management Science
Peak congestion in multi-server service systems with slowly varying arrival rates
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
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
Approximations for the M/GI/N+GI type call center
Queueing Systems: Theory and Applications
Staffing of Time-Varying Queues to Achieve Time-Stable Performance
Management Science
Fundamentals of Queueing Theory
Fundamentals of Queueing Theory
On the impact of analyzing customer information and prioritizing in a service system
Decision Support Systems
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In many service systems, the arrival pattern is not constant throughout the day. This raises the question how staffing decisions should be adapted in view of controlling customer's waiting times. Assuming a single-stage queueing system with general abandonment and service times and time-varying demand for service, we suggest a method inspired by the simulation-based Iterative Staffing Algorithm (ISA) proposed by Feldman et al. (2008). The main advantage of our extension is that it enables to control the probability of experiencing an excessive waiting time, in particular in small systems.