We consider a queueing system where some of the customers are redirected from one queue to the other. We distinguish between those who are redirected and those who exit the system after being served by their service rate. Although it is assumed that all external arrived and services are...

This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to...

In this chapter, we consider the model of call center incoming call forecasting and staffing-level optimization. We first present the structure of the model and how an agent-based modeling technique could enrich the decision rule and the model. A matrix layout is introduced to present the model...

We study the problem of managing queues in online food-ordering services where customers, who place orders online and pick up at the store, are offered a common quote time, i.e., the promised pick-up time minus the time the order is placed. The objective is to minimize the long-run average...