Strong approximations for Markovian service networks
Queueing Systems: Theory and Applications
Designing a Call Center with Impatient Customers
Manufacturing & Service Operations Management
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
Heavy-traffic limits for many-server queues with service interruptions
Queueing Systems: Theory and Applications
A time-varying call center design via lagrangian mechanics
Probability in the Engineering and Informational Sciences
Gaussian skewness approximation for dynamic rate multi-server queues with abandonment
Queueing Systems: Theory and Applications
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In this paper, we consider time-varying multiserver queues with abandonment and retrials. For their performance analysis, fluid and diffusion limits utilizing strong approximations have been widely used in the literature. Although those limits are asymptotically exact, they may not accurately approximate performance of multiserver queues even if the number of servers is large. To address that concern, this paper focuses on developing a methodology by taking fluid and diffusion limits in a nontraditional fashion. We show that our approximation is significantly more accurate and also asymptotically true. We illustrate the effectiveness of our methodology by performing several numerical experiments.