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
Heavy Traffic Limits for Queues with Many Deterministic Servers
Queueing Systems: Theory and Applications
Mathematics of Operations Research
A Diffusion Approximation for the G/GI/n/m Queue
Operations Research
Heavy-Traffic Limits for the G/H2*/n/m Queue
Mathematics of Operations Research
Queues with Many Servers: The Virtual Waiting-Time Process in the QED Regime
Mathematics of Operations Research
NIST Handbook of Mathematical Functions
NIST Handbook of Mathematical Functions
Refining Square-Root Safety Staffing by Expanding Erlang C
Operations Research
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We develop many-server asymptotics in the Quality-and-Efficiency-Driven (QED) regime for models with admission control. The admission control, designed to reduce the incoming traffic in periods of congestion, scales with the size of the system. For a class of Markovian models with this scaled control, we identify the QED limits for two stationary performance measures. We also derive corrected QED approximations, generalizing earlier results for the Erlang B, C and A models. These results are useful for the dimensioning of large systems equipped with an active control policy. In particular, the corrected approximations can be leveraged to establish the optimality gaps related to square-root staffing and asymptotic dimensioning with admission control.