We use heavy-traffic limits and computer simulation to study the performance of alternative real-time delay estimators in the overloaded GI/GI/s+GI multiserver queueing model, allowing customer abandonment. These delay estimates may be used to make delay announcements in call centers and related...

Motivated by interest in making delay announcements to arriving customers who must wait in call centers and related service systems, we study the performance of alternative real-time delay estimators based on recent customer delay experience. The main estimators considered are: (i) the delay of...