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The impact of customers? patience on delay and abandonment: some empirically-driven experiments with the M/M/ n + G queue

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References

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1999On the M(n)/M(n)/s queue with impatient calls113 cited
2004A Diffusion Approximation for the G/GI/n/m Queue112 cited

Cited by

2012The G t /GI/s t +GI many-server fluid queue79 cited
2009Real-Time Delay Estimation in Overloaded Multiserver Queues with Abandonments69 cited
2012Performance indicators for call centers with impatient customers43 cited
2012Modelling and simulation of blood collection systems: improvement of human resources allocation for better cost‐effectiveness and reduction of candidate donor abandonment42 cited
2009An approximation for multi-server queues with deterministic reneging times42 cited
2006Sensitivity of Performance in the Erlang-A Queueing Model to Changes in the Model Parameters42 cited
2026Rational Abandonment from Observable Priority Queues: Equilibrium Strategy, Performance, and Pricing Implications34 cited
2009

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Benefits of cross-training in a skill-based routing contact center with priority queues and impatient customers

33 cited

2012Many-server queues with customer abandonment: A survey of diffusion and fluid approximations31 cited

2008Approximations for the M/GI/N+GI type call center29 cited

2013On multiple priority multi-server queues with impatience26 cited

2009Production control with backlog-dependent demand25 cited

2012An Overloaded Multiclass FIFO Queue with Abandonments25 cited

2004Two fluid approximations for multi-server queues with abandonments22 cited

2019A production inventory model for deteriorating items with backlog-dependent demand20 cited

2019Erlang-S: A Data-Based Model of Servers in Queueing Networks17 cited