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- Title
Wait-Time Predictors for Customer Service Systems with Time-Varying Demand and Capacity.
- Authors
Ibrahim, Rouba; Whitt, Ward
- Abstract
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.
- Subjects
UNITED States; CUSTOMER services; COMPUTER simulation; TIME-varying systems; QUEUING theory; CONSUMER behavior
- Publication
Operations Research, 2011, Vol 59, Issue 5, p1106
- ISSN
1526-5463
- Publication type
Academic Journal
- DOI
10.1287/opre.1110.0974