| HOME | HELP | FEEDBACK | SUBSCRIPTIONS | ARCHIVE | SEARCH | TABLE OF CONTENTS |
|
|
|
|||||||
|
|||||||||
Stern School of Business, New York University, 44 West 4th Street, New York, New York 10012
Motivated by practices in customer contact centers, we consider a system that offers two modes of service: real-time and postponed with a delay guarantee. Customers are informed of anticipated delays and select their preferred option of service. The resulting system is a multiclass, multiserver queueing system with state-dependent arrival rates. We propose an estimation scheme for the anticipated real-time delay that is asymptotically correct, and a routing policy that is asymptotically optimal in the sense that it minimizes real-time delay subject to the deadline of the postponed service mode. We also show that our proposed state-dependent scheme performs better than a system in which customers make decisions based on steady-state waiting-time information. Our results are derived using an asymptotic analysis based on "many-server" limits for systems with state-dependent parameters.
Columbia Business School, 409 Uris Hall, 3022 Broadway, New York, New York 10027
marmony{at}stern.nyu.edu
c.maglaras{at}columbia.edu
Subject classifications: service networks; service level guarantees; multiclass queueing systems; call-back option; call centers; Halfin-Whitt regime; real-time delay notification.
History: Received June 2002;
revision received January 2003;
accepted July 2003.
This article has been cited by other articles:
|
|
 |
|
  B. Ata and T. L. Olsen Near-Optimal Dynamic Lead-Time Quotation and Scheduling Under Convex-Concave Customer Delay Costs Operations Research, May 1, 2009; 57(3): 753 - 768. [Abstract] [PDF]
|
|
|
|
 |
|
 I. Gurvich and W. Whitt Queue-and-Idleness-Ratio Controls in Many-Server Service Systems Mathematics of Operations Research, May 1, 2009; 34(2): 363 - 396. [Abstract] [PDF]
|
|
|
|
|
|
I. Gurvich, M. Armony, and C. Maglaras Cross-Selling in a Call Center with a Heterogeneous Customer Population Operations Research, March 1, 2009; 57(2): 299 - 313. [Abstract] [PDF]
|
|
|
|
|
|
M. Armony, N. Shimkin, and W. Whitt The Impact of Delay Announcements in Many-Server Queues with Abandonment Operations Research, January 1, 2009; 57(1): 66 - 81. [Abstract] [PDF]
|
|
|
|
|
|
E. L. Plambeck Asymptotically Optimal Control for an Assemble-to-Order System with Capacitated Component Production and Fixed Transport Costs Operations Research, September 1, 2008; 56(5): 1158 - 1171. [Abstract] [PDF]
|
|
|
|
|
|
A. Mandelbaum and P. Momcilovic Queues with Many Servers: The Virtual Waiting-Time Process in the QED Regime Mathematics of Operations Research, August 1, 2008; 33(3): 561 - 586. [Abstract] [PDF]
|
|
|
|
|
|
T. Tezcan Optimal Control of Distributed Parallel Server Systems Under the Halfin and Whitt Regime Mathematics of Operations Research, February 1, 2008; 33(1): 51 - 90. [Abstract] [PDF]
|
|
|
|
 |
|
 J. M. Milner and T. L. Olsen Service-Level Agreements in Call Centers: Perils and Prescriptions Management Science, February 1, 2008; 54(2): 238 - 252. [Abstract] [PDF]
|
|
|
|
|
|
I. Gurvich, M. Armony, and A. Mandelbaum Service-Level Differentiation in Call Centers with Fully Flexible Servers Management Science, February 1, 2008; 54(2): 279 - 294. [Abstract] [PDF]
|
|
|
|
|
|
F. de Vericourt and O. B. Jennings Dimensioning Large-Scale Membership Services Operations Research, January 1, 2008; 56(1): 173 - 187. [Abstract] [PDF]
|
|
|
|
|
|
P. Guo and P. Zipkin Analysis and Comparison of Queues with Different Levels of Delay Information Management Science, June 1, 2007; 53(6): 962 - 970. [Abstract] [PDF]
|
|
|
|
|
|
X. Su Intertemporal Pricing with Strategic Customer Behavior Management Science, May 1, 2007; 53(5): 726 - 741. [Abstract] [PDF]
|
|
|
|
 |
|
 N. Gans and Y.-P. Zhou Call-Routing Schemes for Call-Center Outsourcing MSOM, January 1, 2007; 9(1): 33 - 50. [Abstract] [PDF]
|
|
|
|
|
|
R. Caldentey and L. M. Wein Revenue Management of a Make-to-Stock Queue Operations Research, September 1, 2006; 54(5): 859 - 875. [Abstract] [PDF]
|
|
|
|
|
|
C. Maglaras and A. Zeevi Pricing and Design of Differentiated Services: Approximate Analysis and Structural Insights Operations Research, March 1, 2005; 53(2): 242 - 262. [Abstract] [PDF]
|
|
|
|
|
|
C. Maglaras and A. Zeevi Diffusion Approximations for a Multiclass Markovian Service System with "Guaranteed" and "Best-Effort" Service Levels Mathematics of Operations Research, November 1, 2004; 29(4): 786 - 813. [Abstract] [PDF]
|
|
| HOME | HELP | FEEDBACK | SUBSCRIPTIONS | ARCHIVE | SEARCH | TABLE OF CONTENTS |
