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Cited by

• 1988Optimal scheduling policies for a class of queues with customer deadlines to the beginning of service176 cited
• 2005Engineering Solution of a Basic Call-Center Model170 cited
• 2015Staffing and scheduling under nonstationary demand for service: A literature review163 cited
• 2006Staffing a Call Center with Uncertain Arrival Rate and Absenteeism158 cited
• 2002Adaptive Behavior of Impatient Customers in Tele-Queues: Theory and Empirical Support157 cited
• 2009Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers143 cited
• 2004The impact of retrials on call center performance130 cited
• 2011Call Centers with Delay Information: Models and Insights119 cited
• 1999On the M(n)/M(n)/s queue with impatient calls113 cited
• 2000A model for rational abandonments from invisible queues106 cited
• 2004The impact of customers? patience on delay and abandonment: some empirically-driven experiments with the M/M/ n + G queue90 cited
• 2002Asymptotic Results and a Markovian Approximation for the M(n)/M(n)/s+GI System81 cited
• 2001M/M/1 Queue with Impatient Customers of Higher Priority79 cited
• 2009Queueing models for full-flexible multi-class call centers with real-time anticipated delays