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Queueing Models for Multiclass Call Centers with Real-Time Anticipated Delays
| Content Provider | Semantic Scholar |
|---|---|
| Author | Jouini, Oualid Dallery, Yves Akşin, Zeynep |
| Copyright Year | 2007 |
| Abstract | In this paper, we consider two basic multiclass call center models, with and without reneging. We study the problem of announcing delays to customers upon their arrival. For the simplest model without reneging, we give a method to estimate virtual delays that will be used within the announcement step. For the second model, we first build the call center model incorporating reneging. The model takes into account the change in customer behavior that may occur when delay information is communicated to them. We develop a method based on Markov chains in order to estimate virtual delays of new arrivals for this model. Finally, some practical issues concerning delay announcement are discussed. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | http://home.ku.edu.tr/~zaksin/Annoucing_Jouini_et_al.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
