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Handouts
- Syllabus (PDF)
- Abandonment
1. Lecture (PDF-5.2MB)
2. P{Abandon} vs. E[Wait] (PDF-120KB)
3. The Anatomy of Waiting Time (PDF-758KB)
- Lecture 8: Web Summary (PDF-4.9MB)
Related Materials
- Reading Packet for Customer Patience:
- Gans, N., Koole, G., Mandelbaum, A. Telephone Call Centers: Tutorial, Review and Research Prospects. Invited review paper by Manufacturing and Service Operations Management (M&SOM), 5 (2), 2003. (PDF)
- Brown, L., Gans, N., Mandelbaum, A., Sakov, A., Zeltyn, S., Zhao, L. and Haipeng, S. Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective. Submitted to JASA, November 2002. (PDF – 1.6Mb) (PostScript – 18.4Mb)
- Garnett O., Mandelbaum A. and Reiman M. Designing a Call Center with Impatient Customers. Basic version, 2000. (Detailed) (PDF-300KB) (PostScript-265KB)
- Mandelbaum A. and Zeltyn S. The Impact of Customers’ Patience on Delay and Abandonment: Some Empirically-Driven Experiments with the M/M/N+G Queue. To be published in OR Spectrum, Special Issue on Call Centers, 2004. (PDF Black and White – 700KB) (PDF-600KB)
- Zeltyn: S. Call Centers with Impatient Customers: Exact Analysis and Many-Server Asymptotics of the M/M/n+G queue. PhD Thesis, Technion (PDF-2.5MB).
- Zeltyn: S. and Mandelbaum A. Call centers with impatient customers: many-server asymptotics of the M/M/n+G queue. Draft, December 2004. (PDF-830 KB)
- Palm: “Intensitatsschwankungen im fernsprechverkehr,” (In English) Ericsson Technics, 1943. (PDF-5MB)
- Palm: “Methods of judging the annoyance caused by congestion.” Tele, 1953: Recommended. (PDF-2.8MB)
- Baccelli and Hebuterne: “On queues with impatient customers.” In Performance ’81, ed. Gelenbe, 1981. (PDF-1MB)
- Roberts J.W. “Recent Observations or Subscriber Behaviour”. In 9th International Tele-Traffic Conference, Toreemolinos 1979. (PDF-1.2MB)
- Boxma O.J., De Waal P.R., “Multiserver Queue with Impatient Customers”. The Fundamental Role of Teletraffic in the Evolution of Telecommunications Networks (Proc. ITC-14), eds. J. Labetoulle, J.W. Roberts (North-Holland, Amsterdam, 1994), pp. 743-756. (PDF-1.2MB)
- Brandt A., Brandt M.: On the M(n)/M(n)/s Queue with Impatient Calls. Perform. Eval. 35(1-2): 1-18 (1999) (PDF-300KB)
- Unrepresentative, Invalid and Misleading: Are Waiting Times for Elective Admission Wrongly Calculated? By Armstrong (PDF-1.67MB)
- Epidemiology of breast cancer (PDF-180KB)
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