References

• 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
• 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
• 2004Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule326 cited
• 2006Fluid Models for Multiserver Queues with Abandonments268 cited
• 2009The G/GI/N queue in the Halfin–Whitt regime146 cited
• 2009Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing145 cited
• 2006Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method145 cited
• 2004Efficiency-Driven Heavy-Traffic Approximations for Many-Server Queues with Abandonments141 cited
• 2004Scheduling a multi class queue with many exponential servers: asymptotic optimality in heavy traffic140 cited
• 2010The cμ/θ Rule for Many-Server Queues with Abandonment131 cited
• 2004Dynamic Scheduling of a Multiclass Queue in the Halfin-Whitt Heavy Traffic Regime125 cited
• 2010Law of large numbers limits for many-server queues113 cited
• 2010Fluid limits of many-server queues with reneging113 cited
• 2010Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisited105 cited