Performance analysis of call centers with abandonment, retrial and after-call work.
Tuan Phung-DucKen'ichi KawanishiPublished in: Perform. Evaluation (2014)
Keyphrases
- call center
- queueing model
- arrival rate
- heavy traffic
- service systems
- asymptotically optimal
- service level
- queue length
- retrial queue
- service quality
- steady state
- single server
- service times
- customer service
- service rates
- fluid model
- learning algorithm
- customer classes
- database
- special case
- state dependent
- information technology
- arrival process
- neural network