Two Issues in Setting Call Centre Staffing Levels

Annals of Operations Research

Volumn 108, Issue 1-4, 2001, Pages 175-192

  Chen, Bert P K ^a   Henderson, Shane G ^b  

^a UNIVERSITY OF OXFORD   (United Kingdom)

^b Cornell University   (United States)

Author keywords

Conditional poisson process; Convexity; Forecast error; Nonstationarity

Indexed keywords

EID: 0035742615     PISSN: 02545330     EISSN: 15729338     Source Type: Journal    
DOI: 10.1023/A:1016015213287     Document Type: Article

References (24)

1. J. Abate and W. Whitt, Numerical inversion of Laplace transforms of probability distributions, ORSA Journal on Computing 7 (1995) 36-43.
2. P. Billingsley, Probability and Measure, 2nd edn. (Wiley, New York, 1986).
3. S. Chick, Input distribution selection for simulation experiments: accounting for input uncertainty, Operations Research 49 (2001) 744-758.
4. R.H. Davis, Waiting time distribution of a multi-server priority queueing system, Operations Research 14 (1966) 133-136.
5. M.E. Dyer and L.G. Proll, On the validity of marginal analysis for allocating servers in M/M/c queues, Management Science 23 (1977) 1019-1022.
6. D.A. Freedman, Poisson processes with random arrival rate, Annals of Mathematical Statistics 33 (1962) 924-929.
7. W.K. Grassman, The convexity of the mean queue size of the M/M/c queue with respect to the traffic intensity, Journal of Applied Probability 20 (1983) 916-919.
8. L.V. Green, P.J. Kolesar and J. Soãres, Improving the SIPP approach for staffing service systems that have cyclic demands, Operations Research 49 (2001) 549-564.
9. A. Harel, Convexity properties of the Erlang loss formula, Operations Research 38 (1990) 499-505.
10. A. Harel and P. Zipkin, Strong convexity results for queueing systems, Operations Research 35 (1987) 405-418.
11. S. Karlin and H.M. Taylor, A First Course in Stochastic Processes, 2nd edn. (Academic Press, Boston, 1975).
12. O. Kella and U. Yechiali, Waiting times in the non-preemptive priority M/M/c queue, Communications in Statistics: Stochastic Models 1 (1985) 257-262.
13. A.M. Law and W.D. Kelton, Simulation Modeling and Analysis, 3rd edn. (McGraw-Hill, New York, 2000).
14. H.L. Lee and M.A. Cohen, A note on the convexity of performance measures of M/M/c queueing systems, Journal of Applied Probability 20 (1983) 920-923.
15. S.P. Meyn and R.L. Tweedie, Markov Chains and Stochastic Stability (Springer, New York, 1993).
16. A.J. Rolfe, A note on the marginal allocation in multi-server facilities, Management Science 17 (1971) 656-658.
17. T. Rolski, Queues with non-stationary input stream: Ross's conjecture, Advances in Applied Probability 13 (1981) 603-618.
18. T. Rolski, Upper bounds for single server queues with doubly stochastic Poisson arrivals, Mathematics of Operations Research 11 (1986) 442-450.
19. S.M. Ross, Stochastic Processes (Wiley, New York, 1983).
20. G.M. Thompson, Server staffing levels in pure service environments when the true mean daily customer arrival rate is a normal random variate (1999) forthcoming.
21. H.Y Tu and H. Kumin, A convexity result for a class of GI/G/1 queueing systems, Operations Research 31 (1983) 948-950.
22. R.R. Weber, A note on waiting time in single server queues, Operations Research 31 (1983) 950-951.
23. W. Whitt, Dynamic staffing in a telephone call center aiming to immediately answer all calls, Operations Research Letters 24 (1999) 205-212.
24. R.W. Wolff, Stochastic Modeling and the Theory of Queues (Prentice-Hall, Englewood Cliffs, NJ, 1989).