Lecture 13: QED Q’s Part II; Staffing

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Handouts

• Syllabus
• QED Queues. Erlang-A in the QED & ED regime. Lecture
• Lecture Notes, Winter 2006
  1. Erlang – A 
  2. Time-Varying Loads
  3. Erlang B/C/A in the QED Regime
• Lecture 13: Web Summary

Related Materials

• Telephone Call/Contact Centers, Service Engineering And Queuing Science. Mandelbaum A. Montreal Stochastic Networks Conference, July 2004
• Designing a Call Center with Impatient Customers, by Garnett, Mandelbaum and Reiman, 2002 (Short Version)
• Time-Stable Performance of Time-Varying Queues
• Server Staffing to Meet Time-Varying Demand, by Jennings, Mandelbaum, Massey and Whitt, 1996
• Staffing of Time-Varying Queues to Achieve Time-Stable Performance. By Feldman, Mandelbaum, Massey, and Whitt, 2008.
  Internet supplement. Unabridged version.
• Healthcare Call Centers: A Technology Migration. By Howard Bernett
• A Comment on Edie’s “Traffic Delays at Toll Booths”, By Dantzig, Aug. 1954
• Reading Packets for QED Q’s and Staffing
• Examples of Exams, with Solutions

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