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Telephone Call Centers: Tutorial, Review, and Research Prospects
TLDR
This work begins with a tutorial on how call centers function and proceed to survey academic research devoted to the management of their operations, which identifies important problems that have not been addressed and identifies promising directions for future research.
Statistical Analysis of a Telephone Call Center
TLDR
An analysis of a unique record of call center operations that comprises a complete operational history of a small banking call center, call by call, over a full year is summarized.
Designing a Call Center with Impatient Customers
TLDR
This paper analyzes the simplest abandonment model, in which customers' patience is exponentially distributed and the system's waiting capacity is unlimited ( M/ M/ N +M), and derives approximations for performance measures and proposes "rules of thumb" for the design of large call centers.
Dimensioning Large Call Centers
TLDR
A framework for asymptotic optimization of a queueing system based on the staffing problem of call centers with 100's of agents is developed, and the square-root safety staffing principle is revisited, which is a long-existing rule-of-thumb for staffing the M/M/N queue.
ON PATIENT FLOW IN HOSPITALS: A DATA-BASED QUEUEING-SCIENCE PERSPECTIVE
TLDR
The goal of the research is to explore patient flow data through the lens of a queueing scientist, and exploratory data analysis in a large Israeli hospital reveals important features that are not readily explainable by existing models.
Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue
TLDR
Empirical findings have demonstrated a robust linear relation between the fraction abandoning and average wait, and the QED and QD formulae provide excellent approximation for exact M/M/n + G performance measures.
Strong approximations for Markovian service networks
TLDR
This work develops limit theorems for a large class of stochastic service network models where parameters like arrival and service rates, routing topologies for the network, and the number of servers at a given node are all functions of time as well as the current state of the system.
Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cµ-Rule
TLDR
A queueing system with multitype customers and flexible (multiskilled) servers that work in parallel is considered and a very simple generalizedcµ-rule is shown to minimizes both instantaneous and cumulative queueing costs, asymptotically, over essentially all scheduling disciplines, preemptive or non-preemptive.
From project to process management: an empirically-based framework for analyzing product development time
TLDR
This study develops an empirically-based framework for analyzing development time in such contexts as a stochastic processing network in which engineering resources are "workstations" and projects are "jobs" that flow between the workstations.
Discrete Flow Networks: Bottleneck Analysis and Fluid Approximations
TLDR
The analysis presupposes only the existence of long-run averages, and is based on a continuous fluid approximation to the network in terms of these averages, providing functional strong laws of large-numbers for stochastic Jackson queueing networks since they apply to their sample paths with probability one.
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