Markov decision processes (MDPs) in queues and networks have been an interesting topic
in many practical areas since the 1960s. This paper Provides a detailed overview on this …

We give an overview of the practice and science of call center workforce planning, in which
we evaluate the commonly used methods by their quality and the theory by its applicability …

Unlike calls, the chat channel allows a contact center agent to simultaneously work with
many customers. The benefit of this flexibility can be however challenged by a new …

Although call centers have recently invested in callback technology, the effects of this
innovation on call center performance are not clearly understood. In this paper, we take a …

We consider queueing systems with general abandonment. Abandonment times are
approximated by a particular Cox distribution with all phase exponential rates being the …

We analyze the transient behavior of the M/M/1+ D queue. Considering an Erlang
distribution for customers' waiting time, we approximate the real system by a Markov chain …

This paper studies the callback option as an instrument to effectively mitigate congestion
due to temporary surges in arrivals to a call center. The call arrival process can be an …

Hizmet sektörünün önemli rol oynamaya başladığı günümüzde çağrı merkezleri her alanda
karşımıza çıkmaktadır. Bankalar başta olmak üzere hastaneler, teknik servisler …

We study a call center model with a postponed callback option. A customer at the head of
the queue whose elapsed waiting time achieves a given threshold receives a voice …

We study a generalization of the M/G/1 system (denoted by rM/G/1) with independent and
identically distributed service times and with an arrival process whose arrival rate λ _0f (r) λ …