We consider a learning variant of a canonical scheduling problem in a multiclass many server queue with abandonment (specifically, the M_t/M/N+M and the GI/GI/N+GI queues). The objective is to minimize the long-run average class-dependent expected linear holding and abandonment costs when the...

Designing modern call centers requires an understanding of callers' patience and abandonment behavior. Using a Cox regression analysis, we show that callers' abandonment behavior may differ based on their contact history, and changes across their different contacts. We control for caller...