An algorithm is developed to rapidly compute approximations for all the standard steady-state performance measures in the basic call-center queueing model M/GI/s/r+GI, which has a Poisson arrival process, independent and identically distributed (IID) service times with a general distribution, s...

To provide useful practical insight into the performance of service-oriented (non-revenue-generating) call centers, which often provide low-to-moderate quality of service, this paper investigates the efficiency-driven (ED), many-server heavy-traffic limiting regime for queues with abandonments....