메뉴 건너뛰기




Volumn 20, Issue 5, 2011, Pages 654-667

Real-time delay estimation based on delay history in many-server service systems with time-varying arrivals

Author keywords

delay announcements; delay estimation; simulation; time varying arrival rates

Indexed keywords


EID: 80052843134     PISSN: 10591478     EISSN: 19375956     Source Type: Journal    
DOI: 10.1111/j.1937-5956.2010.01196.x     Document Type: Article
Times cited : (32)

References (26)
  • 1
    • 39449086730 scopus 로고    scopus 로고
    • The modern call-center: A multi-disciplinary perspective on operations management research
    • Aksin, O. Z., M. Armony, V. Mehrotra,. 2007. The modern call-center: A multi-disciplinary perspective on operations management research. Prod. Oper. Manag. 16 (6): 665-688.
    • (2007) Prod. Oper. Manag , vol.16 , Issue.6 , pp. 665-688
    • Aksin, O.Z.1    Armony, M.2    Mehrotra, V.3
  • 4
    • 4544352590 scopus 로고    scopus 로고
    • Contact centers with a call-back option and real-time delay information
    • Armony, M., C. Maglaras,. 2004. Contact centers with a call-back option and real-time delay information. Oper. Res. 52: 527-545.
    • (2004) Oper. Res. , vol.52 , pp. 527-545
    • Armony, M.1    Maglaras, C.2
  • 5
    • 61449157245 scopus 로고    scopus 로고
    • The impact of delay announcements in many-server queues with abandonments
    • Armony, M., N. Shimkin, W. Whitt,. 2009. The impact of delay announcements in many-server queues with abandonments. Oper. Res. 57: 66-81.
    • (2009) Oper. Res. , vol.57 , pp. 66-81
    • Armony, M.1    Shimkin, N.2    Whitt, W.3
  • 6
    • 3242879438 scopus 로고    scopus 로고
    • Modeling daily arrivals to a telephone call center
    • Avramidis, A. N., A. Deslauriers, P. L'Ecuyer,. 2004. Modeling daily arrivals to a telephone call center. Manage. Sci. 50: 896-908.
    • (2004) Manage. Sci. , vol.50 , pp. 896-908
    • Avramidis, A.N.1    Deslauriers, A.2    L'Ecuyer, P.3
  • 10
    • 34249736856 scopus 로고    scopus 로고
    • Coping with time-varying demand when setting staffing requirements for a service system
    • Green, L., P. Kolesar, W. Whitt,. 2007. Coping with time-varying demand when setting staffing requirements for a service system. Prod. Oper. Manag. 16: 13-39.
    • (2007) Prod. Oper. Manag. , vol.16 , pp. 13-39
    • Green, L.1    Kolesar, P.2    Whitt, W.3
  • 11
    • 38349162948 scopus 로고    scopus 로고
    • Analysis and comparison of queues with different levels of delay information
    • DOI 10.1287/mnsc.1060.0686
    • Guo, P., P. Zipkin,. 2007. Analysis and comparison of queues with different levels of delay information. Manage. Sci. 53: 962-970. (Pubitemid 351159627)
    • (2007) Management Science , vol.53 , Issue.6 , pp. 962-970
    • Guo, P.1    Zipkin, P.2
  • 12
    • 0021390136 scopus 로고
    • The asymptotic behavior of queues with time-varying arrival rates
    • Heyman, D., W. Whitt,. 1984. The asymptotic behavior of queues with time-varying arrival rates. J. Appl. Probab. 21: 143-156. (Pubitemid 14581611)
    • (1984) Journal of Applied Probability , vol.21 , Issue.1 , pp. 143-156
    • Heyman, D.P.1    Whitt, W.2
  • 13
    • 68349122601 scopus 로고    scopus 로고
    • Real-time delay estimation based on delay history
    • Ibrahim, R., W. Whitt,. 2009a. Real-time delay estimation based on delay history. Manuf. Serv. Oper. Manage. 11: 397-415.
    • (2009) Manuf. Serv. Oper. Manage. , vol.11 , pp. 397-415
    • Ibrahim, R.1    Whitt, W.2
  • 14
    • 70349340975 scopus 로고    scopus 로고
    • Real-time delay estimation in overloaded multiserver queues with abandonments
    • Ibrahim, R., W. Whitt,. 2009b. Real-time delay estimation in overloaded multiserver queues with abandonments. Manage. Sci. 55: 1729-1742.
    • (2009) Manage. Sci. , vol.55 , pp. 1729-1742
    • Ibrahim, R.1    Whitt, W.2
  • 16
  • 19
    • 84974012784 scopus 로고
    • A stochastic model to capture space and time dynamics in wireless communication systems
    • Massey, W., W. Whitt,. 1994. A stochastic model to capture space and time dynamics in wireless communication systems. Probab. Eng. Inf. Sci. 8: 541-569.
    • (1994) Probab. Eng. Inf. Sci. , vol.8 , pp. 541-569
    • Massey, W.1    Whitt, W.2
  • 22
    • 60849087198 scopus 로고    scopus 로고
    • Interday forecasting and intraday updating of call center arrivals
    • Shen, H., J. Huang,. 2008. Interday forecasting and intraday updating of call center arrivals. Manuf. Serv. Oper. Manage. 10: 601-623.
    • (2008) Manuf. Serv. Oper. Manage. , vol.10 , pp. 601-623
    • Shen, H.1    Huang, J.2
  • 23
    • 0032635713 scopus 로고    scopus 로고
    • Predicting queueing delays
    • Whitt, W., 1999a. Predicting queueing delays. Manage. Sci. 45: 870-888.
    • (1999) Manage. Sci. , vol.45 , pp. 870-888
    • Whitt, W.1
  • 24
    • 0032656019 scopus 로고    scopus 로고
    • Improving service by informing customers about anticipated delays
    • Whitt, W., 1999b. Improving service by informing customers about anticipated delays. Manage. Sci. 45: 192-207.
    • (1999) Manage. Sci. , vol.45 , pp. 192-207
    • Whitt, W.1
  • 25
    • 14844304484 scopus 로고    scopus 로고
    • Engineering solution of a basic call-center model
    • DOI 10.1287/mnsc.1040.0302
    • Whitt, W., 2005. Engineering solution of a basic call-center model. Manage. Sci. 51: 221-235. (Pubitemid 40360164)
    • (2005) Management Science , vol.51 , Issue.2 , pp. 221-235
    • Whitt, W.1
  • 26
    • 38549100200 scopus 로고    scopus 로고
    • Service performance analysis and improvement for a ticket queue with balking customers
    • DOI 10.1287/mnsc.1060.0660
    • Xu, S. H., L. Gao, J. Ou,. 2007. Service performance analysis and improvement for a ticket queue with balking customers. Manage. Sci. 53: 971-990. (Pubitemid 351159628)
    • (2007) Management Science , vol.53 , Issue.6 , pp. 971-990
    • Xu, S.H.1    Gao, L.2    Ou, J.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.