Garnet, O.; Mandelbaum, A.; Reiman, M. - In: Manufacturing & Service Operations Management 4 (2002) 3, pp. 208-227
The most common model to support workforce management of telephone call centers is the M/M/N/B model, in particular its special cases M/M/N (Erlang C, which models out busy signals) and M/M/N/N (Erlang B, disallowing waiting). All of these models lack a central prevalent feature, namely, that...