This paper studies a Markovian two-station tandem queueing network with impatient customers. Queueing networks with abandonment are common in many industries, e.g., call centers and healthcare. Therefore, their management has received much attention. The resulting model is a level-dependent...

In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...

In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...