Lecture 13: QED Q’s Part II; Staffing

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Handouts

• Syllabus (PDF)
• QED Queues. Erlang-A in the QED & ED regime. Lecture (PDF-644KB)
• Lecture Notes, Winter 2006
  1. Erlang – A (PDF-800KB)
  2. Time-Varying Loads (PDF-550KB)
  3. Erlang B/C/A in the QED Regime (PDF-75KB)
• Lecture 13: Web Summary (PDF-1.12MB)

Related Materials

Telephone Call/Contact Centers, Service Engineering And Queuing Science. Mandelbaum A. Montreal Stochastic Networks Conference, July 2004 (PDF-1.9MB)

Designing a Call Center with Impatient Customers, by Garnett, Mandelbaum and Reiman, 2002 (Full Version PDF-300KB) (Short Version PDF-300KB)

Time-Stable Performance of Time-Varying Queues (PDF-200KB)

Server Staffing to Meet Time-Varying Demand, by Jennings, Mandelbaum, Massey and Whitt, 1996 (PDF-950KB)

Staffing of Time-Varying Queues to Achieve Time-Stable Performance. By Feldman, Mandelbaum, Massey, and Whitt, 2008. (PDF-580KB).
Internet supplement (PDF-1.15MB). Unabridged version (PDF-2.74MB).

Healthcare Call Centers: A Technology Migration. By Howard Bernett (PDF-500KB)

A Comment on Edie’s “Traffic Delays at Toll Booths”, By Dantzig, Aug. 1954 (PDF-168KB)

Reading Packets for QED Q’s and Staffing (Link)

Examples of Exams, with Solutions (Link)

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