This note studies practical and theoretical scenarios to improve a completely pooled or unpooled scenario for two server groups (e.g. call center groups) with short and long jobs (e.g. calls). First, simple overflow (reported earlier) scenarios and priority rules are compared. Next, threshold...

This book presents classical Markov Decision Processes (MDP) for real-life applications and optimization. MDP allows users to develop and formally support approximate and simple decision rules, and this book showcases state-of-the-art applications in which MDP was key to the solution approach....