Unintended consequences of optimizing a queue discipline for a service level defined by a percentile of the waiting time

DOI10.1016/J.ORL.2016.10.011zbMath1408.90083OpenAlexW2544888243MaRDI QIDQ1709983

Benjamin Legros

Publication date: 15 January 2019

Published in: Operations Research Letters (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1016/j.orl.2016.10.011

zbMATH Keywords

waiting timepriorityqueueing systemsstaffingqueue discipline

Mathematics Subject Classification ID

Queueing theory (aspects of probability theory) (60K25) Queues and service in operations research (90B22)

Related Items (6)

Call centers with a postponed callback offer ⋮ Waiting time based routing policies to parallel queues with percentiles objectives ⋮ Dynamic policy for idling time preservation ⋮ A Uniformization Approach for the Dynamic Control of Queueing Systems with Abandonments ⋮ Age-based Markovian approximation of the G/M/1 queue ⋮ Late-rejection, a strategy to perform an overflow policy

Cites Work

• Unnamed Item
• Sample-path analysis of queueing systems
• Service-Level Agreements in Call Centers: Perils and Prescriptions
• First in Line Waiting Times as a Tool for Analysing Queueing Systems
• Queueing model for call blending in call centers

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