Feldman, Zohar; Mandelbaum, Avishai; Massey, William A.; … - In: Management Science 54 (2008) 2, pp. 324-338
This paper develops methods to determine appropriate staffing levels in call centers and other many-server queueing systems with time-varying arrival rates. The goal is to achieve targeted time-stable performance, even in the presence of significant time variation in the arrival rates. The main...
