REFERENCES
- Brown , L. ; Gans , N. ; Mandelbaum , A. ; Sakov , A. ; Shen , H. ; Zeltyn , S. ; Zhao , L. Statistical analysis of a telephone call center: A queueing-science perspective . Journal of the American Statistical Association 2005 , 100 , 36 – 50 .
- Garnett , O. ; Mandelbaum , A. ; Reiman , M. Designing a call center with impatient customers . Manufacturing & Service Operations Management 4 ( 3 ), 2002 , 208 – 227 .
- Glynn , P. W. Diffusion approximations . In Handbooks in Operations Research and Management Science Volume 2: Stochastic Models ; Heyman , D. P. , Sobel , M. J. , Eds.; Elsevier : The Netherlands , 1990 ; 145 – 198 .
- Glynn , P. W. ; Torres , M. Nonparametric estimation of tail probabilities for the single-server queue . In Stochastic Networks: Stability and Rare Events ; Glasserman , K. , Sigman , K. , Yao , D. Eds.; Springer-Verlag , 1996 ; 109 – 138 .
- Green , L. V. , Kolesar , P. J. The pointwise stationary approximation for queues with nonstationary arrivals . Management Science 1991 , 37 ( 1 ), 84 – 97 .
- Green , L. V. ; Kolesar , P. J. ; Soares , J. Improving the SIPP approach for staffing service systems that have cyclic demands . Operations Research 2001 , 49 ( 4 ), 549 – 564 .
- Green , L. V. ; Kolesar , P. J. ; Whitt , W. Coping with time-varying demand when setting staffing requirements for a service system . Production and Operations Management 2006 , In press .
- Halfin , S. ; Whitt , W. Heavy-traffic limits for queues with many exponential servers . Operations Research 1981 , 29 ( 3 ), 567 – 588 .
- Iglehart , D. L. ; Whitt , W . Multichannel queues in heavy traffic I. Advances in Applied Probability 1970a , 2 , 150 – 177 .
- Iglehart , D. L. ; Whitt , W. Multichannel queues in heavy traffic II: sequences, networks, and batches . Advances in Applied Probability 1970b , 2 , 355 – 369 .
- Jennings , O. B. ; Mandelbaum , A. ; Massey , W. A. ; Whitt , W. Server staffing to meet time-varying demand . Management Science 1996 , 42 ( 10 ), 1383 – 1394 .
- Karlin , S. ; Taylor , H. M. A Second Course in Stochastic Processes . Academic Press : Boston , 1981 .
- Koole , G. Redefining the service level in call centers. Technical Report, Department of Statistics, Vrije Universiteit Amsterdam , 2003 .
- Koole , G. A formula for tail probabilities of Cox distributions . Journal of Applied Probability 2004 , 41 ( 3 ), 935 – 938 .
- Massey , W. A. ; Whitt , W . Uniform acceleration expansions for Markov chains with time-varying rates. Annals of Applied Probability 1998, 8 (4), 1130–1155.
- Meyn , S. P. ; Tweedie , R. L. Markov Chains and Stochastic Stability ; Springer-Verlag : London , 1993 .
- Riordan , J. Stochastic Service Systems ; Wiley : New York , 1962 .
- Ross , S. M. Stochastic Processes, Ed. , 2nd ; Wiley : New York , 1996 .
- Stolletz , R. Approximation of the non-stationary M(t)/M(t)/c(t)-queue: the stationary backlog-carryover approach . Submitted for publication . 2006 .
- Whitt , W. The pointwise stationary approximation for M t /M t /s queues is asymptotically correct as the rates increase . Management Science 1991 , 37 , 307 – 314 .
- Whitt , W. Stochastic-Process Limits . Springer Series in Operations Research ; Springer : New York , 2002 .
- Wolff , R. W. Stochastic Modeling and the Theory of Queues ; Prentice Hall : Englewood Cliffs NJ , 1989 .