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
Modeling and simulation of call centers
WSC '05 Proceedings of the 37th conference on Winter simulation
Performance measures for service systems with a random arrival rate
WSC '05 Proceedings of the 37th conference on Winter simulation
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
A simulation based scheduling model for call centers with uncertain arrival rates
Proceedings of the 40th Conference on Winter Simulation
Forecast errors in service systems
Probability in the Engineering and Informational Sciences
Performance Analysis of a Queue with Congestion-Based Staffing Policy
Management Science
Manufacturing & Service Operations Management
Pointwise Stationary Fluid Models for Stochastic Processing Networks
Manufacturing & Service Operations Management
Mathematics of Operations Research
Minimizing makespan in a multiclass fluid network with parameter uncertainty
Probability in the Engineering and Informational Sciences
On a Data-Driven Method for Staffing Large Call Centers
Operations Research
Fluid models of congestion collapse in overloaded switched networks
Queueing Systems: Theory and Applications
Inexact trust region PGC method for large sparse unconstrained optimization
Computational Optimization and Applications
Robust Design and Control of Call Centers with Flexible Interactive Voice Response Systems
Manufacturing & Service Operations Management
Does the Erlang C model fit in real call centers?
Proceedings of the Winter Simulation Conference
Multidimensional stochastic approximation: Adaptive algorithms and applications
ACM Transactions on Modeling and Computer Simulation (TOMACS) - Special issue on simulation in complex service systems
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We consider a call center model withm input flows andr pools of agents; them-vector ? of instantaneous arrival rates is allowed to be time dependent and to vary stochastically. Seeking to optimize the trade-off between personnel costs and abandonment penalties, we develop and illustrate a practical method for sizing ther agent pools. Using stochastic fluid models, this method reduces the staffing problem to a multidimensional newsvendor problem, which can be solved numerically by a combination of linear programming and Monte Carlo simulation. Numerical examples are presented, and in all cases the pool sizes derived by means of the proposed method are very close to optimal.