Lecture 10: MJP – Part II; Palm/Erlang-A; 4CallCenters

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Handouts

• Syllabus (PDF)
• MJP, Part II, leading to Erlang-A (PDF-260KB)
• The Palm/Erlang-A Queue: Lecture (PDF-2.14MB)
• The Palm/Erlang-A Queue: Full Version (including Abandonment) (PDF-3.2MB)
• Lecture 10: Web Summary (PDF-3MB)

Related Materials

The Palm/Erlang-A Queue, with Applications to Call Centers (PDF-920KB)

The M/M/n+G Queue: Summary of Performance Measures (PDF-180KB)

Designing a Call Center with Impatient Customers, By Garnett, Mandelbaum and Reiman (PDF-290KB)

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