What you should know about queueing models to set staffing requirements in service systems |
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| Authors: | Ward Whitt |
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| Institution: | Department of Industrial Engineering and Operations Research, Columbia University, New York, New York 10027‐6699Department of Industrial Engineering and Operations Research, Columbia University, New York, New York 10027‐6699 |
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| Abstract: | One traditional application of queueing models is to help set staffing requirements in service systems, but the way to do so is not entirely straightforward, largely because demand in service systems typically varies greatly by the time of day. This article discusses ways—old and new—to cope with that time‐varying demand. © 2007 Wiley Periodicals, Inc. Naval Research Logistics, 2007 |
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| Keywords: | setting staffing requirements call centers time‐varying demand queues with time‐varying arrival rate nonstationary queueing modelsl pointwise stationary approximation modified‐offered‐load approximation infinite‐server queues |
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