Diffusion Approximation for Efficiency-Driven Queues When Customers Are Patient
Published Online:22 May 2020https://doi.org/10.1287/opre.2019.1917
References
- (2016) The limit of stationary distributions of many-server queues in the Halfin–Whitt regime. Working paper. Brown University, Providence, RI.Google Scholar
- (2007) The modern call center: A multi-disciplinary perspective on operations management research. Production Oper. Management 16(6):665–688.Crossref, Google Scholar
- (2012) A diffusion regime with nondegenerate slowdown. Oper. Res. 60(2):490–500.Link, Google Scholar
- (2009) Staffing to maximize profit for call centers with alternate service-level agreements. Oper. Res. 57(3):685–700.Link, Google Scholar
- (2010) On the accuracy of fluid models for capacity sizing in queueing systems with impatient customers. Oper. Res. 58(5):1398–1413.Link, Google Scholar
- (2014) Rare-event simulation for many-server queues. Math. Oper. Res. 39(4):1142–1178.Link, Google Scholar
- (2004) Dimensioning large call centers. Oper. Res. 52(1):17–34.Link, 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
- (2001) Fundamentals of Queueing Networks (Springer, New York).Crossref, Google Scholar
- (2010) Customer abandonment in many-server queues. Math. Oper. Res. 35(2):347–362.Link, Google Scholar
- (2013) Many-server queues with customer abandonment: Numerical analysis of their diffusion model. Stochastic Systems 3(1):96–146.Link, Google Scholar
- (2010) Many-server diffusion limits for G/Ph/n + GI queues. Ann. Appl. Probab. 20(5):1854–1890.Crossref, Google Scholar
- (2016) Diffusion approximation for efficiency-driven queues under refined patience time scaling. PhD thesis, National University of Singapore, Singapore.Google Scholar
- (2003) Telephone call centers: Tutorial, review, and research prospects. Manufacturing Service Oper. Management 5(2):79–141.Link, Google Scholar
- (2002) Designing a call center with impatient customers. Manufacturing Service Oper. Management 4(3):208–227.Link, Google Scholar
- (2004) Design and control of the M/M/N queue with multi-type customers and many servers. Master’s thesis, Technion, Haifa, Israel.Google Scholar
- (2017) Refined models for efficiency-driven queues with applications to delay announcements and staffing. Oper. Res. 65(5):1380–1397.Link, Google Scholar
- (2012) An overloaded multiclass FIFO queue with abandonments. Oper. Res. 60(5):1282–1295.Link, Google Scholar
- (2010) Fluid limits of many-server queues with reneging. Ann. Appl. Probab. 20(6):2204–2260.Crossref, Google Scholar
- (2012) Asymptotic approximations for stationary distributions of many-server queues with abandonment. Ann. Appl. Probab. 22(2):477–521.Crossref, Google Scholar
- (1981) A Second Course in Stochastic Processes (Academic Press, New York).Google Scholar
- (2011) Law of large numbers limits for many-server queues. Ann. Appl. Probab. 21(1):33–114.Crossref, Google Scholar
- (2013) SPDE limits of many-server queues. Ann. Appl. Probab. 23(1):145–229.Crossref, Google Scholar
- (1999) Introduction to Matrix Analytic Methods in Stochastic Modeling (SIAM, Philadelphia).Crossref, Google Scholar
- (2014) Many-server heavy-traffic limit for queues with time-varying parameters. Ann. Appl. Probab. 24(1):378–421.Crossref, Google Scholar
- (2012) Queues with many servers and impatient customers. Math. Oper. Res. 37(1):41–65.Link, Google Scholar
- (2009) Staffing many-server queues with impatient customers: Constraint satisfaction in call centers. Oper. Res. 57(5):1189–1205.Link, Google Scholar
- (2013) Data-stories about (im)patient customers in tele-queues. Queueing Systems 75(2–4):115–146.Crossref, Google Scholar
- (2001) Empirical analysis of a call center. Accessed July 11, 2019, http://iew3.technion.ac.il/serveng/References/ccdata.pdf.Google Scholar
- (2007) Martingale proofs of many-server heavy-traffic limits for Markovian queues. Probab. Surveys 4:193–267.Crossref, Google Scholar
- (2012) Hazard rate scaling of the abandonment distribution for the GI/M/n + GI queue in heavy traffic. Oper. Res. 60(4):981–995.Link, Google Scholar
- (2008) Approximating the GI/GI/1+GI queue with a nonlinear drift diffusion: Hazard rate scaling in heavy traffic. Math. Oper. Res. 33(3):606–644.Link, Google Scholar
- (1965) On moment generating functions and renewal theory. Ann. Math. Statist. 36(4):1298–1301.Crossref, Google Scholar
- (1985) Queues with superposition arrival processes in heavy traffic. Stochastic Processes Their Appl. 21(1):81–91.Crossref, Google Scholar
- (2003) How multiserver queues scale with growing congestion-dependent demand. Oper. Res. 51(4):531–542.Link, Google Scholar
- (2004) Efficiency-driven heavy-traffic approximations for many-server queues with abandonments. Management Sci. 50(10):1449–1461.Link, Google Scholar
- (2006) Fluid models for multiserver queues with abandonments. Oper. Res. 54(1):37–54.Link, Google Scholar
- (2013) Fluid models of many-server queues with abandonment. Queueing Systems 73(2):147–193.Crossref, Google Scholar

