Queueing Models of Call Centers: An Introduction.
Ger KooleAvishai MandelbaumPublished in: Ann. Oper. Res. (2002)
Keyphrases
- queueing model
- call center
- arrival rate
- service systems
- queueing systems
- service level
- asymptotically optimal
- steady state
- service quality
- heavy traffic
- queue length
- independent and identically distributed
- stochastic models
- service times
- state dependent
- queueing theory
- agent technology
- special case
- poisson distribution
- stationary distribution
- single server
- markov chain