In customer support contact centers, a successful service interaction involves a messaging dialogue between a customer and an agent. Both parties depend on one another for information and problem solving, and this interaction defines a co-produced service process. In this paper, we propose,...

The non-stationary Erlang-A queue is a fundamental queueing model that is used to describe the dynamic behavior of large scale multi-server service systems that may experience customer abandonments, such as call centers, hospitals, and urban mobility systems. In this paper, we develop novel...