References
- AbateJWhittWA unified framework for numerically inverting Laplace transformsINFORMS Journal on Computing200618440842110.1287/ijoc.1050.0137
- AltmanEBorovkovAAOn the stability of retrial queuesQueueing Systems1997263/434336310.1023/A:1019193527040
- Baccelli F and Hebuterne G (1981). On queues with impatient customers. In: Performance ’81, North-Holland, pp 159–179.
- Boxma OJ and De Waal PR (1994). Multiserver queues with impatient customers, in Proceedings 14th International Teletraffic Congress, ITC-14, Antibes Juan-les-Pins, France, June 6-10, 1994. In: Labetoulle J and Roberts JW (eds), pp 743–756, Amsterdam: Elsevier.
- BrandtABrandtMOn the M(n)/M(n)/s queue with impatient callsPerformance Evaluation199935111810.1016/S0166-5316(98)00042-X
- BrandtABrandtMAsymptotic results and a Markovian approximation for the M(n)/M(n)/s+GI systemQueueing Systems2002411/2739410.1023/A:1015781818360
- BrandtABrandtMOn the two-class M/M/1 system under preemptive resume and impatience of the prioritized customersQueueing Systems2004471/214716810.1023/B:QUES.0000032805.73991.8e
- BrownLDStatistical analysis of a telephone call center: A queueing-science perspectiveJournal of the American Statistical Association2005100469365010.1198/016214504000001808
- ChoiBDKimBChungJM/M/1 queue with impatient customers of higher priorityQueueing Systems2001381496610.1023/A:1010820112080
- Dai JG and He S (2011). Queues in service systems: Customer abandonment and diffusion approximations. In: Geunes J (ed) Tutorials in Operations Research, INFORMS: Hanover, MD, pp 36–59.
- DavisRHWaiting-time distribution of a multi-server, priority queuing systemOperations Research196614113313610.1287/opre.14.1.133
- DrekicSStanfordDAThreshold-based interventions to optimize performance in preemptive priority queuesQueueing Systems2000351/428931510.1023/A:1019106530558
- Feigin PD (2006). Analysis of customer patience in a bank call center. Working paper, William Davidson Faculty of Industrial Engineering and Management, Technion—Israel Institute of Technology.
- GansNKooleGMMandelbaumATelephone call centers: Tutorial, review, and research prospectsManufacturing & Service Operations Management2003527914110.1287/msom.5.2.79.16071
- GarnettOMandelbaumAReimanMDesigning a call center with impatient customersManufacturing & Service Operations Management20024320822710.1287/msom.4.3.208.7753
- HalfinSWhittWHeavy-traffic limits for queues with many exponential serversOperations Research198129356758810.1287/opre.29.3.567
- Harchol-BalterMOsogamiTScheller-WolfAWiermanAMulti-server queueing systems with multiple priority classesQueueing Systems2005513/433136010.1007/s11134-005-2898-7
- IravaniFBalcıog̃luBApproximations for the M/GI/N+GI type call centerQueueing Systems200858213715310.1007/s11134-008-9064-y
- IravaniFBalcıog̃luBOn priority queues with impatient customersQueueing Systems200858423926010.1007/s11134-008-9069-6
- JouiniOAnalysis of a last come first served queueing system with customer abandonmentComputers & Operations Research201239123040304510.1016/j.cor.2012.03.009
- JouiniOAksinOZDalleryYCall centers with delay information: Models and insightsManufacturing & Service Operations Management201113453454810.1287/msom.1110.0339
- Jouini O, Dallery Y and Aksin OZ (2011b). Supplementary material to ‘Call centers with delay information: Models and insights’. Manufacturing & Service Operations Management. http://msom.journal.informs.org/content/suppl/2012/04/10/msom. 1110.0339.DC1/Call_Centers_with_Delay_Information.pdf.
- KaoEPCWilsonSDAnalysis of nonpreemptive priority queues with multiple servers and two priority classesEuropean Journal of Operational Research1999118118119310.1016/S0377-2217(98)00280-X
- KellaOYechialiUWaiting times in the non-preemptive priority M/M/c queueCommunications in Statistics. Stochastic Models198510225726210.1080/15326348508807014
- MandelbaumAZeltynSThe impact of customers’ patience on delay and abandonment: Some empirically-driven experiments with the M/M/n+G queueOR Spectrum200426337741110.1007/s00291-004-0164-8
- MandelbaumAZeltynSStaffing many-server queues with impatient customers: Constraint satisfaction in call centersOperations Research20095751189120510.1287/opre.1080.0651
- RaoSSQueuing with balking and reneging in M/G/1 systemsMetrika196712117318810.1007/BF02613493
- Rozenshmidt L (2007). On priority queues with impatient customers: Stationary and time-varying analysis. Master's thesis, Technion, Israel Institute of Technology.
- Sarhangian V and Balcıog̃lu B (2011). Waiting time analysis of multi-class queues with impatient customers. Working paper. University of Toronto.
- Sleptchenko A (2003). Multi-class, multi-server queues with non-preemptive priorities. Technical report, EURANDOM, Eindhoven University of Technology.
- SleptchenkoAvan HartenAvan der HeijdenMAn exact solution for the state probabilities of the multi-class, multi-server queue with preemptive prioritiesQueueing Systems20055018110710.1007/s11134-005-0359-y
- TakineTThe nonpreemptive priority MAP/G/1 queueOperations Research199947691792710.1287/opre.47.6.917
- WagnerDAnalysis of mean values of a multi-server model with non-preemptive priorities and non-renewal inputCommunications in Statistics. Stochastic Models1997131678410.1080/15326349708807413
- WangQModeling and analysis of high risk patient queuesEuropean Journal of Operational Research2004155250251510.1016/S0377-2217(02)00916-5
- WardARAsymptotic analysis of queueing systems with reneging: A survey of results for FIFO, single class modelsSurveys in Operations Research and Management Science201217111410.1016/j.sorms.2011.08.002
- WardARGlynnPWA diffusion approximation for a Markovian queue with renegingQueueing Systems2003431/210312810.1023/A:1021804515162
- WhittWImproving service by informing customers about anticipated delaysManagement Science199945219220710.1287/mnsc.45.2.192
- WhittWImproving service by informing customers about anticipated delaysManagement Science199945219220710.1287/mnsc.45.2.192
- WhittWEngineering solution of a basic call-center modelManagement Science200551222123510.1287/mnsc.1040.0302
- ZeltynSMandelbaumACall centers with impatient customers: Many-server asymptotics of the M/M/n+G queueQueueing Systems2005513–436140210.1007/s11134-005-3699-8
- ZeltynSFeldmanZWasserkrugSWaiting and sojourn times in a multi-server queue with mixed prioritiesQueueing Systems200961430532810.1007/s11134-009-9110-4