Staffing of Time-Varying Queues to Achieve Time-Stable Performance

Abstract

T paper develops methods to determine appropriate staffing levels in call centers and other many-server queueing systems with time-varying arrival rates. The goal is to achieve targeted time-stable performance, even in the presence of significant time variation in the arrival rates. The main contribution is a flexible simulation-based iterative-staffing… (More)
DOI: 10.1287/mnsc.1070.0821

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