References

• 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
• 1981Heavy-Traffic Limits for Queues with Many Exponential Servers750 cited
• 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
• 2009Queue-and-Idleness-Ratio Controls in Many-Server Service Systems148 cited
• 2006Validity of heavy traffic steady-state approximations in generalized Jackson networks146 cited
• 2009Stationary Distribution Convergence for Generalized Jackson Networks in Heavy Traffic87 cited
• 2012Multiclass multiserver queueing system in the Halfin–Whitt heavy traffic regime: asymptotics of the stationary distribution54 cited
• 2013Steady-state $GI/G/n$ queue in the Halfin–Whitt regime44 cited
• 2013Positive recurrence of piecewise Ornstein–Uhlenbeck processes and common quadratic Lyapunov functions39 cited
• 2013Validity of Heavy-Traffic Steady-State Approximations in Multiclass Queueing Networks: The Case of Queue-Ratio Disciplines38 cited
• 2014Validity of heavy-traffic steady-state approximations in many-server queues with abandonment34 cited
• 2013Systems with large flexible server pools: Instability of “natural” load balancing24 cited
• 2012Tightness of invariant distributions of a large-scale flexible service system under a priority discipline17 cited
• 2001