Refining Square-Root Safety Staffing by Expanding Erlang C
نویسندگان
چکیده
We apply a new corrected diffusion approximation for the Erlang C formula to determine staffing levels in cost minimization and constraint satisfaction problems. These problems are motivated by large customer contact centers that are modeled as an M/M/s queue with s the number of servers or agents. The proposed staffing levels are refinements of the celebrated square root safety staffing rule, and have the appealing property that they are as simple as the conventional square root safety staffing rule. In addition, we provide theoretical support for the empirical fact that square root safety staffing works well for moderate-sized systems.
منابع مشابه
Refining square root safety staffing by expanding Erlang
We apply a new corrected diffusion approximation for the Erlang C formula to determine staffing levels in cost minimization and constraint satisfaction problems. These problems are motivated by large customer contact centers that are modeled as an M/M/s queue with s the number of servers or agents. The proposed staffing levels are refinements of the celebrated square root safety staffing rule, ...
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عنوان ژورنال:
- Operations Research
دوره 59 شماره
صفحات -
تاریخ انتشار 2011