Asymptotic formulas for Markov processes with applications to simulation
Operations Research
On Busy Periods of the Unbounded Brownian Storage
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
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
Responding to Unexpected Overloads in Large-Scale Service Systems
Management Science
A Fluid Approximation for Service Systems Responding to Unexpected Overloads
Operations Research
A Fluid Limit for an Overloaded X Model via a Stochastic Averaging Principle
Mathematics of Operations Research
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In previous papers we developed a deterministic fluid approximation for an overloaded Markovian queueing system having two customer classes and two service pools, known in the call-center literature as the X model. The system uses the fixed-queue-ratio-with-thresholds (FQR-T) control, which we proposed as a way for one service system to help another in face of an unexpected overload. Under FQR-T, customers are served by their own service pool until a threshold is exceeded. Then, one-way sharing is activated with customers from one class allowed to be served in both pools. The control aims to keep the two queues at a pre-specified fixed ratio. We supported the fluid approximation by establishing a functional weak law of large numbers involving a stochastic averaging principle. In this paper we develop a refined diffusion approximation for the same model based on a many-server heavy-traffic functional central limit theorem.