OPTIMIZATION OF OVERFLOW POLICIES IN CALL CENTERS

DOI10.1017/S0269964815000091zbMath1370.90088OpenAlexW2027835173MaRDI QIDQ5358051

Bo Friis Nielsen, G. M. Koole, T. B. Nielsen

Publication date: 19 September 2017

Published in: Probability in the Engineering and Informational Sciences (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1017/s0269964815000091

Mathematics Subject Classification ID

Queueing theory (aspects of probability theory) (60K25) Queues and service in operations research (90B22) Markov and semi-Markov decision processes (90C40)

Related Items (4)

Joint chance-constrained staffing optimization in multi-skill call centers ⋮ Waiting time based routing policies to parallel queues with percentiles objectives ⋮ Reservation, a tool to reduce the balking effect and the probability of delay ⋮ Late-rejection, a strategy to perform an overflow policy

Uses Software

• MCQueue

Cites Work

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• Queues with waiting time dependent service
• On the bias vector of a two-class preemptive priority queue
• Queues with Dynamic Priority Discipline
• First in Line Waiting Times as a Tool for Analysing Queueing Systems
• Time Dependent Priority Queues
• Some problems in queueing with dynamic priorities

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