Real-time delay estimation in overloaded multiserver queues with abandonments

Management Science

Volumn 55, Issue 10, 2009, Pages 1729-1742

  Ibrahim, Rouba ^a   Whitt, Ward ^a  

^a Department of Earth and Environmental Sciences   (United States)

Author keywords

Call centers; Customer abandonment; Delay announcements; Delay estimation; Heavy traffic; Many server queues; Simulation

Indexed keywords

CALL CENTERS; CUSTOMER ABANDONMENT; DELAY ANNOUNCEMENTS; DELAY ESTIMATION; HEAVY TRAFFIC; MANY-SERVER QUEUES; SIMULATION;

COMPUTER SIMULATION; CUSTOMER SATISFACTION; QUEUEING NETWORKS; QUEUEING THEORY; SALES; TIME DELAY;

ESTIMATION;

EID: 70349340975     PISSN: 00251909     EISSN: 15265501     Source Type: Journal    
DOI: 10.1287/mnsc.1090.1041     Document Type: Article

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