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Handouts
- Syllabus (PDF)
- QED Queues. Erlang-A in the QED & ED regime. Lecture (PDF-644KB)
- Lecture Notes, Winter 2006
1. Erlang – A (PDF-800KB)
2. Time-Varying Loads (PDF-550KB)
3. Erlang B/C/A in the QED Regime (PDF-75KB)
- Lecture 13: Web Summary (PDF-1.12MB)
Related Materials
- Telephone Call/Contact Centers, Service Engineering And Queuing Science. Mandelbaum A. Montreal Stochastic Networks Conference, July 2004 (PDF-1.9MB)
- Designing a Call Center with Impatient Customers, by Garnett, Mandelbaum and Reiman, 2002 (Full Version PDF-300KB) (Short Version PDF-300KB)
- Time-Stable Performance of Time-Varying Queues (PDF-200KB)
- Server Staffing to Meet Time-Varying Demand, by Jennings, Mandelbaum, Massey and Whitt, 1996 (PDF-950KB)
- Staffing of Time-Varying Queues to Achieve Time-Stable Performance. By Feldman, Mandelbaum, Massey, and Whitt, 2008. (PDF-580KB).
Internet supplement (PDF-1.15MB). Unabridged version (PDF-2.74MB).
- Healthcare Call Centers: A Technology Migration. By Howard Bernett (PDF-500KB)
- A Comment on Edie’s “Traffic Delays at Toll Booths”, By Dantzig, Aug. 1954 (PDF-168KB)
- Reading Packets for QED Q’s and Staffing
- Examples of Exams, with Solutions
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