An Optimal Callback Policy for General Arrival Processes: A Pathwise Analysis
Published Online:25 Feb 2020https://doi.org/10.1287/opre.2019.1884
References
- (2007) The modern call-center: A multi-disciplinary perspective on operations management research. Production Oper. Management 16:665–688.Crossref, Google Scholar
- (2004a) On customer contact centers with a call-back option: Customer decisions, routing rules, and system design. Oper. Res. 52(2):271–292.Link, Google Scholar
- (2004b) Contact centers with a call-back option and real-time delay information. Oper. Res. 52(4):527–545.Link, Google Scholar
- (2019) An analysis of time-based pricing in electricity supply chains. Working paper, University of Chicago, Chicago, IL.Google Scholar
- (2005) Heavy traffic analysis of open processing systems with complete resource pooling: Asymptotic optimality of discrete review policies. Ann. Appl. Probab. 15(1A):331–391.Crossref, Google Scholar
- (2009) Near-optimal dynamic leadtime quotation and scheduling under convex-concave customer delay costs. Oper. Res. 57(3):753–768.Link, Google Scholar
- (2006) Dynamic control of an M/M/1 service system with adjustable arrival and service rates. Management Sci. 52(11):1778–1791.Link, Google Scholar
- (2006) Design and control of a large call center: Asymptotic analysis of an LP-based method. Oper. Res. 54(3):419–435.Link, Google Scholar
- (2009) Revenue optimization for a make-to-order queue in an uncertain market environment. Oper. Res. 57(6):1438–1450.Link, Google Scholar
- (2003) A queueing model for call blending in call centers. IEEE Trans. Automatic Control 48(8):1434–1438.Crossref, Google Scholar
- (1981) Point Processes and Queues: Martingale Dynamics (Springer, New York).Crossref, Google Scholar
- (2005) Statistical analysis of a telephone call center: A queueing-science perspective. J. Amer. Statist. Assoc. 100(469):36–50.Crossref, Google Scholar
- (2019) Super-resolution estimation of cyclic arrival rates. Ann. Statist. 47(3):1754–1775.Google Scholar
- ContactBabel (2016) US Contact Center Decision Makers’ Guide, 9th ed. Accessed March 27, 2017, http://www.contactbabel.com/reports.cfm.Google Scholar
- (2011) Asymptotically optimal controls for time-inhomogeneous networks. SIAM J. Control Optim. 49(2):611–645.Crossref, Google Scholar
- (2007) Markov chain models of a telephone call center with call blending. Comput. Oper. Res. 34(6):1616–1645.Crossref, Google Scholar
- (2008) Staffing of time-varying queues to achieve time-stable performance. Management Sci. 54(2):324–338.Link, Google Scholar
- (2003) Telephone call centers: Tutorial, review and research prospects. Manufacturing Service Oper. Management 5:73–141.Link, Google Scholar
- (2003) A call-routing problem with service-level constraints. Oper. Res. 51(2):255–271.Link, Google Scholar
- (2015) Parametric forecasting and stochastic programming models for call-center workforce scheduling. Manufacturing Service Oper. Management 17(4):571–588.Link, Google Scholar
- (2011) Exact simulation of point processes with stochastic intensities. Oper. Res. 59:1233–1245.Link, Google Scholar
- (2019) Modeling call center arrivals: A tale of three timescales. Working paper, Stanford University, Stanford, CA.Google Scholar
- (1991) The pointwise stationary approximation for queues with nonstationary arrivals. Management Sci. 37(1):84–97.Link, Google Scholar
- (2007) Coping with time-varying demand when setting staffing requirements for a service system. Production Oper. Management 16(1):13–39.Crossref, Google Scholar
- (1974) Fundamentals of Queueing Theory (John Wiley & Sons, New York).Google Scholar
- (1996) The BIGSTEP approach to flow management in stochastic processing networks. Kelly FP, Zachary S, Ziedins I, eds. Stochastic Networks: Theory and Applications, Royal Statistical Society Series (Oxford University Press, NewYork), 57–90.Crossref, Google Scholar
- (1998) Heavy traffic analysis of a system with parallel servers: Asymptotic analysis of discrete-review policies. Ann. Appl. Probab. 8(3):822–848.Crossref, Google Scholar
- (2005) A method for staffing large call centers based on stochastic fluid models. Manufacturing Service Oper. Management 7(1):20–36.Link, Google Scholar
- (1985) On the optimality of first come last served queues. Econometrica 53(1):201–202.Crossref, Google Scholar
- (2010) Dynamic optimization with applications to dynamic rate queues. Hasenbein JJ, ed. Risk and Optimization in an Uncertain World, TutORials in Operations Research (INFORMS, Catonsville, MD), 210–247.Link, Google Scholar
- (2016) Modeling and forecasting call center arrivals: A literature survey and a case study. Internat. J. Forecast. 32:865–874.Crossref, Google Scholar
- (2009) Mathematical Methods for Financial Markets (Springer, New York).Crossref, Google Scholar
- (1996) Server staffing to meet time-varying demand. Management Sci. 42(10):1383–1394.Link, Google Scholar
- (2018) A data-driven model of an appointment-generated arrival processes at an outpatient clinic. INFORMS J. Comput. 30(1):181–199.Google Scholar
- (2015) Staffing call centers with uncertain arrival rates and co-sourcing. Production Oper. Management 24(7):1101–1117.Crossref, Google Scholar
- (2009) Managing service systems with an offline waiting option and customer abandonment. Manufacturing Service Oper. Management 11(4):644–656.Link, Google Scholar
- (2016) Optimal scheduling in call centers with a callback option. Performance Evaluation 95:1–40.Crossref, Google Scholar
- (1999) Bias optimality in a queue with admission control. Probab. Engrg. Inform. Sci. 13(3):309–327.Crossref, Google Scholar
- (2002) Bias optimal admission policies for a nonstationary multiclass queueing system. J. Appl. Probab. 39(1):20–37.Crossref, Google Scholar
- (2012) Stabilizing customer abandonment in many-server queues with time-varying arrivals. Oper. Res. 60(6):1551–1564.Link, Google Scholar
- (2000) Discrete-review policies for scheduling stochastic networks: Trajectory tracking and fluid-scale asymptotic optimality. Ann. Appl. Probab. 10(3):897–929.Crossref, Google Scholar
- (2016) Rate-based daily arrival process models with application to call centers. Oper. Res. 64(2):510–527.Google Scholar
- (2001) Admission policies for a two class loss system. Stochastic Models 17(4):513–539.Crossref, Google Scholar
- (2015) A logarithmic safety staffing rule for contact centers with call blending. Management Sci. 61(1):73–91.Link, Google Scholar
- (2017) Approximating and stabilizing dynamic rate Jackson networks with abandonment. Probab. Engrg. Inform. Sci. 31:1–42.Crossref, Google Scholar
- (2009) Dynamic control of a make-to-order, parallel-server system with cancellations. Oper. Res. 57(1):94–108.Link, Google Scholar
- (2019) Dynamic control for nonstationary queueing networks. Working paper, Cornell University, Ithaca, NY.Google Scholar
- (1987) Optimal Control Theory with Economic Applications (North Holland, Amsterdam).Google Scholar
- (2016) Models and insights for hospital inpatient operations: Time-dependent ED boarding time. Management Sci. 62(1):1–28.Link, Google Scholar
- (2014) Queueing with future information. Ann. Appl. Probab. 24(5):2091–2142.Crossref, Google Scholar
- (1985) Optimal control of admission to a queueing system. IEEE Trans. Automatic Control 30(8):705–713.Crossref, Google Scholar
- (2002) Analysis, design, and control of queueing systems. Oper. Res. 50:197–216.Link, Google Scholar
- (2008) Asymptotically optimal admission control of a queue with impatient customers. Math. Oper. Res. 33(1):167–202.Link, Google Scholar
- (1999) Using different response-time requirements to smooth time-varying demand for service. Oper. Res. Lett. 24(1-2):1–10.Crossref, Google Scholar
- (2019) Queues with time-varying arrival rates: a bibliography. Working paper, Columbia University, New York.Google Scholar
- (2017) Many-server loss models with non-Poisson time-varying arrivals. Naval Res. Logist. 64(3):177–202.Crossref, Google Scholar
- (2016) Using future information to reduce waiting times in the emergency department via diversion. Manufacturing Service Oper. Management 18(3):314–331.Link, Google Scholar
- (2004) Optimal pricing and admission control in a queueing system with periodically varying parameters. Queueing Systems 47(3):177–199.Crossref, Google Scholar
- (2020) Admission control in a two-class loss system with periodically varying parameters and abandonments. Queueing Systems 94(1–2):175–210.Google Scholar

