QED Q’s:  Telephone Call/Contact Centers

 

Eurandom

 

September 8, þ2003

 

Contents:

Abstract (PDF-64KB)

 

A

A.1

Introduction : Telephone Call/Contact centers

(PDF-650KB)

 

A.2

Markovian N-Server Queues

(PDF-450KB) (PS-1MB) (Table-PDF-60KB) 

B

B.1

Queues With Impatient Customers

(PDF-220KB)

 

B.2

Designing a Telephone Call Center with Impatient Customers

(PDF-100KB)

C

C.1

Predictable Queues; Fluid Models

(PDF-128KB)

 

C.2

C.2.1

Fluid Models and Diffusion Approximations for Time-Varying Queues with Abandonment and Retrials

(PDF-240KB)

 

 

C.2.2

Mt/Mt/nt : Strong Approximations

(PDF-65KB)

 

 

C.2.3

Back to the Multi-server Queue with Abandonment and Retrials

(PDF-64KB)

D

D.1

Skills-Based Routing and its Operational Complexities

(PDF-720KB)

 

D.2

QED Control and Staffing: The Cases of a Single Customer Class or a Single Server Type

(PDF-160KB)