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....

In this paper we describe the mean number of busy servers as a function of time in an M_t/G/\infty queue (having a nonhomogeneous Poisson arrival process) with a sinusoidal arrival rate function. For an M_t/G/\infty model with appropriate initial conditions, it is known that the number of busy...

This paper investigates simple approximations for stochastic point processes. As in several previous studies, the approximating process is a renewal process characterized by the first two moments of the renewal interval. The approximating renewal-interval distribution itself is a convenient...

Green, Kolesar and Svoronos (in press) and Green and Kolesar (in press) use numerical methods to investigate the behavior of multiserver Markov queues with a Poisson arrival process having a sinusoidal arrival rate. For this model they propose an approximation for long-run average performance...

We consider a multiserver service system with general nonstationary arrival and service-time processes in which s(t), the number of servers as a function of time, needs to be selected to meet projected loads. We try to choose s(t) so that the probability of a delay (before beginning service)...

Simple heuristic formulas are developed to estimate the simulation run lengths required to achieve desired statistical precision in queueing simulations. The formulas are intended to help in the early planning stages before any data have been collected. The queueing simulations considered are...

We explore the issues of when and how to partition arriving customers into service groups that will be served separately, in a first-come first-served manner, by multiserver service systems having a provision for waiting, and how to assign an appropriate number of servers to each group. We...

In the design and operation of service systems, it is important to determine an appropriate level of server utilization (the proportion of time each server should be working). In a multi-server queue with unlimited waiting space, the appropriate server utilization typically increases as the...

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...

This paper cautions against using only the equilibrium distribution to describe the behavior of a queue. It is suggested that fluctuations in the queue-length process should also be described, for example, by various first-passage-time distributions. The range of possible fluctuations associated...