QED Q’s: Telephone Call/Contact Centers

Eurandom

September 8, ‏2003

Contents

Abstract

A.1  Introduction : Telephone Call/Contact centers

A.2 Markovian N-Server Queues (PostScript) (Table)

B.1 Queues With Impatient Customers

B.2 Designing a Telephone Call Center with Impatient Customers

C.1 Predictable Queues; Fluid Models

C.2:

• C.2.1 Fluid Models and Diffusion Approximations for Time-Varying Queues with Abandonment and Retrials
• C.2.2 M_t/M_t/n_t: Strong Approximations
• C.2.3 Back to the Multi-server Queue with Abandonment and Retrials

D.1 Skills-Based Routing and its Operational Complexities

D.2 QED Control and Staffing: The Cases of a Single Customer Class or a Single Server Type