Staffing many-server queues with impatient customers: Constraint satisfaction in call centers

Staffing many-server queues with impatient customers: Constraint satisfaction in call centers

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Article ID: iaor200971637
Country: United States
Volume: 57
Issue: 5
Start Page Number: 1189
End Page Number: 1205
Publication Date: Sep 2009
Journal: Operations Research
Authors: ,
Keywords: personnel & manpower planning, queues: theory
Abstract:

Motivated by call center practice, we study asymptotically optimal staffing of many-server queues with abandonment. A call center is modelled as an M/M/n + G queue, which is characterized by Poisson arrivals, exponential service times, n servers, and generally distributed patience times of customers. Our asymptotic analysis is performed as the arrival rate, and hence the number of servers n, increases indefinitely.

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