A queueing model for call blending in call centers.

Sandjai Bhulai Ger Koole

Published in: IEEE Trans. Autom. Control. (2003)

Keyphrases

queueing model
call center
arrival rate
finite capacity
service systems
service level
asymptotically optimal
queueing systems
heavy traffic
service times
arrival process
service quality
queue length
steady state
independent and identically distributed
sufficient conditions
random walk