A Time-Varying Call Center Design via Lagrangian Mechanics

  title={A Time-Varying Call Center Design via Lagrangian Mechanics},
  author={Otis B. Jennings and William A. Massey},
We consider a multi-server delay queue with finite additional waiting spaces and time-varying arrival rates, where the customers waiting in the buffer may abandon. These are features that arise naturally from the study of service systems such as call centers. Moreover, we assume rewards for successful service completions and cost rates for service resources. Finally, we consider service level agreements that constrain both the fractions callers who abandon and the ones who are blocked. Applying… CONTINUE READING


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