Call centers with a postponed callback offer

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Transient analysis of a Markovian queue with deterministic rejection

Cites Work

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Queueing system with heterogeneous customers as a model of a call center with a call-back for lost customers
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Markov chain models of a telephone call center with call blending
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Queueing model for call blending in call centers
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A model for rational abandonments from invisible queues