Comparing ordered-entry queues with heterogeneous servers
Queueing Systems: Theory and Applications
On the invariance principle for the first passage time
Mathematics of Operations Research
State space collapse with application to heavy traffic limits for multiclass queueing networks
Queueing Systems: Theory and Applications
Monotone Control of Queueing Systems with Heterogeneous Servers
Queueing Systems: Theory and Applications
Critical Thresholds for Dynamic Routing in Queueing Networks
Queueing Systems: Theory and Applications
Designing a Call Center with Impatient Customers
Manufacturing & Service Operations Management
Queueing Dynamics and Maximal Throughput Scheduling in Switched Processing Systems
Queueing Systems: Theory and Applications
A Call-Routing Problem with Service-Level Constraints
Operations Research
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Dimensioning Large Call Centers
Operations Research
Optimal Control of Queueing Systems with Heterogeneous Servers
Queueing Systems: Theory and Applications
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
Optimal Routing In Output-Queued Flexible Server Systems
Probability in the Engineering and Informational Sciences
Contact Centers with a Call-Back Option and Real-Time Delay Information
Operations Research
On the incomplete results for the heterogeneous server problem
Queueing Systems: Theory and Applications
Call-Routing Schemes for Call-Center Outsourcing
Manufacturing & Service Operations Management
Dynamic routing of customers with general delay costs in a multiserver queuing system
Probability in the Engineering and Informational Sciences
Cross-Selling in a Call Center with a Heterogeneous Customer Population
Operations Research
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
Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems
Operations Research
When Promotions Meet Operations: Cross-Selling and Its Effect on Call Center Performance
Manufacturing & Service Operations Management
Exploiting Market Size in Service Systems
Manufacturing & Service Operations Management
Control of systems with flexible multi-server pools: a shadow routing approach
Queueing Systems: Theory and Applications
Queues with waiting time dependent service
Queueing Systems: Theory and Applications
State Space Collapse in Many-Server Diffusion Limits of Parallel Server Systems
Mathematics of Operations Research
Exploiting network effects in the provisioning of large scale systems
ACM SIGMETRICS Performance Evaluation Review - Special Issue on IFIP PERFORMANCE 2011- 29th International Symposium on Computer Performance, Modeling, Measurement and Evaluation
Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers
Manufacturing & Service Operations Management
Dispatching to incentivize fast service in multi-server queues
ACM SIGMETRICS Performance Evaluation Review
Asymptotic Optimality of Balanced Routing
Operations Research
A Diffusion Regime with Nondegenerate Slowdown
Operations Research
Overflow Networks: Approximations and Implications to Call Center Outsourcing
Operations Research
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Motivated by modern call centers, we consider large-scale service systems with multiple server pools and a single customer class. For such systems, we propose a simple routing rule which asymptotically minimizes the steady-state queue length and virtual waiting time. The proposed routing scheme is FSF which assigns customers to the Fastest Servers First. The asymptotic regime considered is the Halfin-Whitt many-server heavy-traffic regime, which we refer to as the Quality and Efficiency Driven (QED) regime; it achieves high levels of both service quality and system efficiency by carefully balancing between the two. Additionally, expressions are provided for system limiting performance measures based on diffusion approximations. Our analysis shows that in the QED regime this heterogeneous server system outperforms its homogeneous server counterpart.