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
Engineering Solution of a Basic Call-Center Model
Management Science
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
Real-time delay estimation in call centers
Proceedings of the 40th Conference on Winter Simulation
Manufacturing & Service Operations Management
Pointwise Stationary Fluid Models for Stochastic Processing Networks
Manufacturing & Service Operations Management
The Impact of Delay Announcements in Many-Server Queues with Abandonment
Operations Research
Proceedings of the 3rd International Conference on Performance Evaluation Methodologies and Tools
Real-Time Delay Estimation Based on Delay History
Manufacturing & Service Operations Management
Partitioning of Servers in Queueing Systems During Rush Hour
Manufacturing & Service Operations Management
Service Interruptions in Large-Scale Service Systems
Management Science
Managing Service Systems with an Offline Waiting Option and Customer Abandonment
Manufacturing & Service Operations Management
Dynamics of New Product Introduction in Closed Rental Systems
Operations Research
Customer Abandonment in Many-Server Queues
Mathematics of Operations Research
Two-parameter heavy-traffic limits for infinite-server queues
Queueing Systems: Theory and Applications
A fluid approximation for large-scale service systems
ACM SIGMETRICS Performance Evaluation Review
The cμ/θ Rule for Many-Server Queues with Abandonment
Operations Research
Large-time asymptotics for the Gt/Mt/st+GIt many-server fluid queue with abandonment
Queueing Systems: Theory and Applications
A Network of Time-Varying Many-Server Fluid Queues with Customer Abandonment
Operations Research
Shadow-Routing Based Control of Flexible Multiserver Pools in Overload
Operations Research
A fluid model for many-server queues with time-varying arrivals and phase-type service distribution
ACM SIGMETRICS Performance Evaluation Review
Two fluid approximations for multi-server queues with abandonments
Operations Research Letters
Fluid models of many-server queues with abandonment
Queueing Systems: Theory and Applications
An Overloaded Multiclass FIFO Queue with Abandonments
Operations Research
Critically Loaded Time-Varying Multiserver Queues: Computational Challenges and Approximations
INFORMS Journal on Computing
Queues with skill based parallel servers and a FCFS infinite matching model
ACM SIGMETRICS Performance Evaluation Review
ACM SIGMETRICS Performance Evaluation Review
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Deterministic fluid models are developed to provide simple first-order performance descriptions for multiserver queues with abandonment under heavy loads. Motivated by telephone call centers, the focus is on multiserver queues with a large number of servers and nonexponential service-time and time-to-abandon distributions. The first fluid model serves as an approximation for the G/GI/sGI queueing model, which has a general stationary arrival process with arrival rate , independent and identically distributed (IID) service times with a general distribution, s servers and IID abandon times with a general distribution. The fluid model is useful in the overloaded regime, where s, which is often realistic because only a small amount of abandonment can keep the system stable. Numerical experiments, using simulation for M/GI/sGI models and exact numerical algorithms for M/M/sM models, show that the fluid model provides useful approximations for steady-state performance measures when the system is heavily loaded. The fluid model accurately shows that steady-state performance depends strongly upon the time-to-abandon distribution beyond its mean, but not upon the service-time distribution beyond its mean. The second fluid model is a discrete-time fluid model, which serves as an approximation for the Gt (n)/GI/sGI queueing model, having a state-dependent and time-dependent arrival process. The discrete-time framework is exploited to prove that properly scaled queueing processes in the queueing model converge to fluid functions as s . The discrete-time framework is also convenient for calculating the time-dependent fluid performance descriptions.