A call center is a service network in which agents provide telephone-based services. Customers that seek these services are delayed in tele-queues.<p> <p>This paper summarizes an analysis of a unique record of call center operations. The data comprise a complete operational history of a small banking...</p></p>

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...