A Diffusion Approximation for a Markovian Queue with Reneging
Queueing Systems: Theory and Applications
Heavy Traffic Limits for Queues with Many Deterministic Servers
Queueing Systems: Theory and Applications
Call center simulations: call center simulation modeling: methods, challenges, and opportunities
Proceedings of the 35th conference on Winter simulation: driving innovation
A Diffusion Approximation for a GI/GI/1 Queue with Balking or Reneging
Queueing Systems: Theory and Applications
Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers
Queueing Systems: Theory and Applications
Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue
Queueing Systems: Theory and Applications
A manager-friendly platform for simulation modeling and analysis of call center queueing systems
WSC '04 Proceedings of the 36th conference on Winter simulation
Call-Routing Schemes for Call-Center Outsourcing
Manufacturing & Service Operations Management
A Staffing Algorithm for Call Centers with Skill-Based Routing
Manufacturing & Service Operations Management
Contact Centers with a Call-Back Option and Real-Time Delay Information
Operations Research
Fluid Models for Multiserver Queues with Abandonments
Operations Research
Monotonicity Properties For Multiserver Queues With Reneging And Finite Waiting Lines
Probability in the Engineering and Informational Sciences
QBD approximations of a call center queueing model with general patience distribution
Computers and Operations Research
Stationary delays for a two-class priority queue with impatient customers
Proceedings of the 2nd international conference on Performance evaluation methodologies and tools
Partial cross training in call centers with uncertain arrivals and global service level agreements
Proceedings of the 39th conference on Winter simulation: 40 years! The best is yet to come
Managing trade-offs in call center agent scheduling: methodology and case study
Proceedings of the 2007 Summer Computer Simulation Conference
Balking and reneging in m/g/s systems exact analysis and approximations
Probability in the Engineering and Informational Sciences
Real-time delay estimation in call centers
Proceedings of the 40th Conference on Winter Simulation
A simulation based scheduling model for call centers with uncertain arrival rates
Proceedings of the 40th Conference on Winter Simulation
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
Manufacturing & Service Operations Management
Cross-Selling in a Call Center with a Heterogeneous Customer Population
Operations Research
Queue-and-Idleness-Ratio Controls in Many-Server Service Systems
Mathematics of Operations Research
On a Data-Driven Method for Staffing Large Call Centers
Operations Research
Responding to Unexpected Overloads in Large-Scale Service Systems
Management Science
Service Interruptions in Large-Scale Service Systems
Management Science
Efficient algorithms for higher-order derivatives of the continued Erlang delay function
WSEAS Transactions on Mathematics
Outsourcing strategy in two-stage call centers
Computers and Operations Research
Heavy-traffic extreme value limits for Erlang delay models
Queueing Systems: Theory and Applications
Admission control for a multi-server queue with abandonment
Queueing Systems: Theory and Applications
Exploiting Market Size in Service Systems
Manufacturing & Service Operations Management
Customer Abandonment in Many-Server Queues
Mathematics of Operations Research
A discrete-time queueing model with abandonments
Proceedings of the 5th International Conference on Queueing Theory and Network Applications
Tail asymptotics for waiting time distribution of an M/M/s queue with general impatient time
Proceedings of the 5th International Conference on Queueing Theory and Network Applications
Operations Research
Control of systems with flexible multi-server pools: a shadow routing approach
Queueing Systems: Theory and Applications
Designing a call center with an IVR (Interactive Voice Response)
Queueing Systems: Theory and Applications
Large-time asymptotics for the Gt/Mt/st+GIt many-server fluid queue with abandonment
Queueing Systems: Theory and Applications
Asymmetric Information and Economies of Scale in Service Contracting
Manufacturing & Service Operations Management
IEA/AIE'10 Proceedings of the 23rd international conference on Industrial engineering and other applications of applied intelligent systems - Volume Part II
State Space Collapse in Many-Server Diffusion Limits of Parallel Server Systems
Mathematics of Operations Research
Simulation-based models of emergency departments:: Operational, tactical, and strategic staffing
ACM Transactions on Modeling and Computer Simulation (TOMACS)
A Network of Time-Varying Many-Server Fluid Queues with Customer Abandonment
Operations Research
Call Centers with Delay Information: Models and Insights
Manufacturing & Service Operations Management
A Fluid Approximation for Service Systems Responding to Unexpected Overloads
Operations Research
Non-cooperative spectrum access: the dedicated vs. free spectrum choice
MobiHoc '11 Proceedings of the Twelfth ACM International Symposium on Mobile Ad Hoc Networking and Computing
Call center operation model as a MAP/PH/N/R-N system with impatient customers
Problems of Information Transmission
Empirical analysis for individual behavior of impatient customers in a call center
AsiaSim'04 Proceedings of the Third Asian simulation conference on Systems Modeling and Simulation: theory and applications
Queues with Many Servers and Impatient Customers
Mathematics of Operations Research
Agent personalized call center traffic prediction and call distribution
ICONIP'11 Proceedings of the 18th international conference on Neural Information Processing - Volume Part II
Optimal control of a production-inventory system with customer impatience
Operations Research Letters
Two fluid approximations for multi-server queues with abandonments
Operations Research Letters
Queueing Systems: Theory and Applications
A Diffusion Regime with Nondegenerate Slowdown
Operations Research
Large-Scale Service Marketplaces: The Role of the Moderating Firm
Management Science
Queues in tandem with customer deadlines and retrials
Queueing Systems: Theory and Applications
Fluid models of many-server queues with abandonment
Queueing Systems: Theory and Applications
An Overloaded Multiclass FIFO Queue with Abandonments
Operations Research
Stability analysis of N-model systems under a static priority rule
Queueing Systems: Theory and Applications
Using Business Intelligence for Operational Decision-Making in Call Centers
International Journal of Decision Support System Technology
Critically Loaded Time-Varying Multiserver Queues: Computational Challenges and Approximations
INFORMS Journal on Computing
Computers and Industrial Engineering
Diffusion approximations for open Jackson networks with reneging
Queueing Systems: Theory and Applications
Mathematics of Operations Research
Scaled control in the QED regime
Performance Evaluation
Dynamic fluid-based scheduling in a multi-class abandonment queue
Performance Evaluation
Abandonment versus blocking in many-server queues: asymptotic optimality in the QED regime
Queueing Systems: Theory and Applications
Data-stories about (im)patient customers in tele-queues
Queueing Systems: Theory and Applications
Diffusion approximation for an overloaded X model via a stochastic averaging principle
Queueing Systems: Theory and Applications
| Hi-index | 0.00 |
The most common model to support workforce management of telephone call centers is theM/ M/ N/ B model, in particular its special casesM/ M/ N (Erlang C, which models out busy signals) andM/ M/ N/ N (Erlang B, disallowing waiting). All of these models lack a central prevalent feature, namely, that impatient customers might decide to leave (abandon) before their service begins.In this paper, we analyze the simplest abandonment model, in which customers' patience is exponentially distributed and the system's waiting capacity is unlimited ( M/ M/ N +M). Such a model is both rich and analyzable enough to provide information that is practically important for call-center managers. We first outline a method for exact analysis of theM/ M/ N +M model, that while numerically tractable is not very insightful. We then proceed with an asymptotic analysis of theM/ M/ N +M model, in a regime that is appropriate for large call centers (many agents, high efficiency, high service level). Guided by the asymptotic behavior, we derive approximations for performance measures and propose "rules of thumb" for the design of large call centers. We thus add support to the growing acknowledgment that insights from diffusion approximations are directly applicable to management practice.