QED Q’s: Telephone Call/Contact Centers

Eurandom

September 8, ‏2003

A	A.1	Introduction: Telephone Call/Contact centers
	A.2	Markovian N-Server Queues		(PS) (Table)
B	B.1	Queues With Impatient Customers
	B.2	Designing a Telephone Call Center with Impatient Customers
C	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	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