Jouini, Oualid; Pot, Auke; Koole, Ger; Dallery, Yves - In: European Journal of Operational Research 207 (2010) 1, pp. 258-268
We consider a call center with two classes of impatient customers: premium and regular classes. Modeling our call center as a multiclass GI/GI/s+M queue, we focus on developing scheduling policies that satisfy a target ratio constraint on the abandonment probabilities of premium customers to...