Wait-Time Predictors for Customer Service Systems with Time-Varying Demand and Capacity

• 成果类型: Article
• 署名作者: Ibrahim, Rouba; Whitt, Ward
• 署名单位: McGill University; Columbia University
• 刊物名称: OPERATIONS RESEARCH
• ISSN/ISSBN: 0030-364X
• DOI: 10.1287/opre.1110.0974
• 发表日期: 2011
• 页码: 1106-1118
• 关键词: call-center; queues

摘要

We develop new, improved real-time delay predictors for many-server service systems with a time-varying arrival rate, a time-varying number of servers, and customer abandonment. We develop four new predictors, two of which exploit an established deterministic fluid approximation for a many-server queueing model with those features. These delay predictors can be used to make delay announcements. We use computer simulation to show that the proposed predictors outperform previous predictors.