Real-Time Delay Estimation in Overloaded Multiserver Queues with Abandonments

References

• Aksin O. Z., Armony M., Mehrotra V. The modern call-center: A multi-disciplinary perspective on operations management research. Production Oper. Management (2007) 16(6):665–688Crossref, Google Scholar
• Allon G., Bassamboo A., Gurvich I. We will be right with you: Managing customers with vague promises. (2007) . Working paper, Kellogg School of Management, Northwestern University, Evanston, ILGoogle Scholar
• Armony M., Shimkin N., Whitt W. The impact of delay announcements in many-server queues with abandonment. Oper. Res. (2009) 57(1):66–81Link, Google Scholar
• Baccelli , Boyer , Hebuterne . Single-server queues with impatient customers. Adv. Appl. Probab. (1984) 16:887–905Crossref, Google Scholar
• Borovkov A. A. On limit laws for service processes in multi-channel systems. Siberian Math. (1967) 8:746–763Crossref, Google Scholar
• Brown L., Gans N., Mandelbaum A., Sakov A., Shen H., Zeltyn S., Zhao L. Statistical analysis of a telephone call center: A queueing-science perspective. J. Amer. Statist. Assoc. (2005) 100:36–50Crossref, Google Scholar
• Eick S. G., Massey W. A., Whitt W. The physics of the Mt/G/∞ queue. Oper. Res. (1993) 41(4):731–742Link, Google Scholar
• Gans N., Koole G., Mandelbaum A. Telephone call centers: Tutorial, review, and research prospects. Manufacturing Service Oper. Management (2003) 5(2):79–141Link, Google Scholar
• Garnett O., Mandelbaum A., Reiman M. Designing a call center with impatient customers. Manufacturing Service Oper. Management (2002) 4(3):208–227Link, Google Scholar
• Guo P., Zipkin P. Analysis and comparison of queues with different levels of delay information. Management Sci. (2007) 53(6):962–970Link, Google Scholar
• Ibrahim R., Whitt W. Real-time delay estimation based on delay history. Manufacturing Service Oper. Management (2009) 11(3):397–415Link, Google Scholar
• Jouini O., Dallery Y., Aksin Z. Modeling call centers with delay information. (2007) . Working paper, Koç University, Sariyer-Istanbul, TurkeyGoogle Scholar
• Mandelbaum A., Zeltyn S. The impact of customers patience on delay and abandonment: Some empirically-driven experiments with the M/M/N+G Queue. OR Spectrum (2004) 26(3):377–411Crossref, Google Scholar
• Mandelbaum A., Zeltyn S., Spath D., Fähnrich K.-P. Service engineering in action: The palm/erlang-a queue, with applications to call centers. Advances in Services Innovations (2007) (Springer-Verlag)17–48Crossref, Google Scholar
• Pang G., Talreja R., Whitt W. Martingale proofs of many-server heavy-traffic limits for Markovian queues. Probab. Surveys (2007) 4:193–267Crossref, Google Scholar
• Talreja R., Whitt W. Heavy-traffic limits for waiting times in many-server queues with abandonment. Ann. Appl. Probab. (2009) . ForthcomingGoogle Scholar
• Whitt W. On the heavy-traffic limit theorem for GI/G/infinity queues. Adv. Appl. Probab. (1982) 14:171–190Crossref, Google Scholar
• Whitt W. Predicting queueing delays. Management Sci. (1999) 45(6):870–888Link, Google Scholar
• Whitt W.Stochastic-Process Limits (2002) (Springer-Verlag, New York) Crossref, Google Scholar
• Whitt W. Efficiency-driven heavy-traffic approximations for many-server queues with abandonments. Management Sci. (2004) 50(10):1449–1461Link, Google Scholar
• Whitt W. Engineering solution of a basic call-center model. Management Sci. (2005) 51(2):221–235Link, Google Scholar
• Whitt W. Fluid models for multiserver queues with abandonments. Oper. Res. (2006) 54(1):37–54Link, Google Scholar
• Zeltyn S., Mandelbaum A. Call centers with impatient customers: Many-server asymptotics of the M/M/n+G queue. Queueing Systems (2005) 51(3–4):361–402Crossref, Google Scholar