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Practice Note

A new model for call centre queue management

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Pages 1352-1357 | Received 01 May 2003, Accepted 01 Mar 2004, Published online: 21 Dec 2017

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Andrew J. Collins & Christine S. M. Currie. 2012. Handbook of Real‐World Applications in Modeling and Simulation. Handbook of Real‐World Applications in Modeling and Simulation 165 206 .
F. Jolai, S.M. Asadzadeh & M.R. Taghizadeh. (2008) Performance estimation of an email contact center by a finite source discrete time Geo/Geo/1 queue with disasters. Computers & Industrial Engineering 55:3, pages 543-556.
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Stefan Creemers, Mieke Defraeye & Inneke Van Nieuwenhuyse. (2013) A Markov Model for Measuring Service Levels in Nonstationary G(t)/G(t)/s(t)+G(t) Queues. SSRN Electronic Journal.
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