Kawai, Yosuke; Takagi, Hideaki - In: Operations Research Perspectives 2 (2015), pp. 81-96
Important features to be included in queueing-theoretic models of the call center operation are multiple servers, impatient customers, time-varying arrival process, and operator's after-call work (ACW). We propose a fluid approximation technique for the queueing model with these features by...