OR Practice - A Queueing Model for Telephone Operator Staffing.
David Y. SzePublished in: Oper. Res. (1984)
Keyphrases
- call center
- queueing model
- arrival rate
- service systems
- finite capacity
- asymptotically optimal
- waiting times
- service level
- steady state
- queue length
- queueing systems
- service quality
- service times
- queueing theory
- heavy traffic
- independent and identically distributed
- arrival process
- finite buffer
- stationary distribution
- fluid model
- markov chain
- agent technology
- offered load