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A Fluid Approximation for Service Systems Responding to Unexpected Overloads
16 references·9 citing·31 second hop
A Fluid Approximation for Service Systems Responding to Unexpected Overloads (2011)A Fluid Approximation for Service Systems…State Space Collapse in Many-Server Diffusion Limits of Parallel Server Systems (2011)State Space Collapse in Many-…Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing (2009)Service-Level Differentiation…Responding to Unexpected Overloads in Large-Scale Service Systems (2009)Responding to Unexpected Over…Queue-and-Idleness-Ratio Controls in Many-Server Service Systems (2009)Queue-and-Idleness-Ratio Cont…Scheduling Flexible Servers with Convex Delay Costs in Many-Server Service Systems (2008)Scheduling Flexible Servers w…The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Fluid Models for Multiserver Queues with Abandonments (2006)Fluid Models for Multiserver …Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule (2004)Scheduling Flexible Servers w…Efficiency-Driven Heavy-Traffic Approximations for Many-Server Queues with Abandonments (2004)Efficiency-Driven Heavy-Traff…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…An Introduction to Skills-Based Routing and its Operational Complexities (2003)An Introduction to Skills-Bas…Designing a Call Center with Impatient Customers (2002)Designing a Call Center with …Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Introduction to Matrix Analyt…State space collapse with application to heavy traffic limits for multiclass queueing networks (1998)State space collapse with app…Polling Systems with Zero Switchover Times: A Heavy-Traffic Averaging Principle (1995)Polling Systems with Zero Swi…Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Heavy-Traffic Limits for Queu…Applications of fluid models in service operations management (2022)Applications of fluid models …An Invitation Control Policy for Proactive Service Systems: Balancing Efficiency, Value, and Service Level (2020)An Invitation Control Policy …A survey on skill-based routing with applications to service operations management (2020)A survey on skill-based routi…A Logarithmic Safety Staffing Rule for Contact Centers with Call Blending (2014)A Logarithmic Safety Staffing…Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers (2013)Threshold Routing to Trade Of…Overflow Networks: Approximations and Implications to Call Center Outsourcing (2012)Overflow Networks: Approximat…A Fluid Limit for an Overloaded X Model via a Stochastic Averaging Principle (2012)A Fluid Limit for an Overload…Shadow-Routing Based Control of Flexible Multiserver Pools in Overload (2011)Shadow-Routing Based Control …An ODE for an Overloaded X Model Involving a Stochastic Averaging Principle (2011)An ODE for an Overloaded X Mo…Approximating a Point Process by a Renewal Process, I: Two Basic Methods (1982)An introduction to queueing theory (1993)Applied Probability and Queues (1987)Brownian Motion and Stochastic Calculus (2007)Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems (2010)Control of Patient Flow in Emergency Departments, or Multiclass Queues with Deadlines and Feedback (2015)Poisson Arrivals See Time Averages (1982)Forecasting: theory and practice (2022)The measurement of experienced burnout (1981)Statistical Analysis of a Telephone Call Center (2005)Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior (2011)Personnel scheduling: A literature review (2012)Stability properties of constrained queueing systems and scheduling policies for maximum throughput in multihop radio networks (1992)Achieving 100% throughput in an input-queued switch (2002)MaxWeight scheduling in a generalized switch: State space collapse and workload minimization in heavy traffic (2004)Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method (2006)Dimensioning Large Call Centers (2004)Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisited (2010)Staffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach (2010)Open, Closed, and Mixed Networks of Queues with Different Classes of Customers (1975)Piecewise-Deterministic Markov Processes: A General Class of Non-Diffusion Stochastic Models (1984)On Positive Harris Recurrence of Multiclass Queueing Networks: A Unified Approach Via Fluid Limit Models (1995)Diffusion approximations for open multiclass queueing networks: sufficient conditions involving state space collapse (1998)On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design (2004)Maximum Pressure Policies in Stochastic Processing Networks (2005)Proceedings of the 2002 Winter Simulation Conference (2002)Foundations and Implications of a Proposed Unified Services Theory (2006)The Batch Markovian Arrival Process: A Review and Future Work (2001)Fundamentals of Matrix-Analytic Methods (2013)Call center outsourcing: Coordinating staffing level and service quality (2008)The Impact of Delay Announcements in Many-Server Queues with Abandonment (2008)
this work references cited by second hop

References

  • 1999Introduction to Matrix Analytic Methods in Stochastic Modeling1,988 cited
  • 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
  • 2002Designing a Call Center with Impatient Customers576 cited
  • 2004Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule326 cited
  • 1998State space collapse with application to heavy traffic limits for multiclass queueing networks309 cited
  • 2006Fluid Models for Multiserver Queues with Abandonments268 cited
  • 2009Queue-and-Idleness-Ratio Controls in Many-Server Service Systems148 cited
  • 2009Service-Level Differentiation in Many-Server Service Systems via Queue-Ratio Routing145 cited
  • 2004Efficiency-Driven Heavy-Traffic Approximations for Many-Server Queues with Abandonments141 cited
  • 2008Scheduling Flexible Servers with Convex Delay Costs in Many-Server Service Systems88 cited
  • 1995Polling Systems with Zero Switchover Times: A Heavy-Traffic Averaging Principle84 cited
  • 2011State Space Collapse in Many-Server Diffusion Limits of Parallel Server Systems66 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2003An Introduction to Skills-Based Routing and its Operational Complexities66 cited
  • 2009Responding to Unexpected Overloads in Large-Scale Service Systems51 cited
  • Cited by

    • 2011Shadow-Routing Based Control of Flexible Multiserver Pools in Overload30 cited
    • 2014A Logarithmic Safety Staffing Rule for Contact Centers with Call Blending30 cited
    • 2011An ODE for an Overloaded X Model Involving a Stochastic Averaging Principle29 cited
    • 2012Overflow Networks: Approximations and Implications to Call Center Outsourcing28 cited
    • 2020A survey on skill-based routing with applications to service operations management25 cited
    • 2013Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers25 cited
    • 2012A Fluid Limit for an Overloaded X Model via a Stochastic Averaging Principle25 cited
    • 2022Applications of fluid models in service operations management17 cited
    • 2020An Invitation Control Policy for Proactive Service Systems: Balancing Efficiency, Value, and Service Level16 cited