Call centers usually handle several types of calls, but it is usually not possible or cost effective to have every agent be able to handle every type of call. Thus, the agents tend to have different skills, in different combinations. In such an environment, it is challenging to route calls...

Simple heuristic formulas are developed to estimate the simulation run lengths required to achieve desired statistical precision in queueing simulations. The formulas are intended to help in the early planning stages before any data have been collected. The queueing simulations considered are...

We use heavy-traffic limits and computer simulation to study the performance of alternative real-time delay estimators in the overloaded GI/GI/s+GI multiserver queueing model, allowing customer abandonment. These delay estimates may be used to make delay announcements in call centers and related...

We evaluate the efficiency of one long run versus independent replications in steady-state discrete-event simulation, assuming that an initial portion of each replication will be deleted to allow the process to approach steady state. We provide supporting evidence in favor of one long run, but...