Personalized scheduling in service systems.

Ibrahim, Rouba

Service systems where scarce resources need to be allocated to incoming customers are everywhere, e.g., healthcare facilities, supermarkets, contact centers, online platforms, etc. Usually, service requests that cannot be processed immediately form a queue, either physical or virtual, and a scheduling policy is implemented to specify the order in which service requests from the queue should be processed. In particular, [[1]] proves that only customers with long service times (above a threshold) wait in the queue and eventually abandon, whereas customers with short service times are immediately served.

QUEUING theory; SCHEDULING; DIFFUSION control

Queueing Systems, 2022, Vol 100, Issue 3/4, p445

0257-0130

Academic Journal

10.1007/s11134-022-09747-w