A Queueing Theoretic Approach to Set Staffing Levels in Time‐Dependent Dual‐Class Service Systems

ABSTRACT This article addresses the optimal staffing problem for a nonpreemptive priority queue with two customer classes and a time‐dependent arrival rate. The problem is related to several important service settings such as call centers and emergency departments where the customers are grouped int...

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Veröffentlicht in:	Decision sciences 2017-08, Vol.48 (4), p.766-794
Hauptverfasser:	Vile, J. L., Gillard, J. W., Harper, P. R., Knight, V. A.
Format:	Artikel
Sprache:	eng
Schlagworte:	Ambulance services Approximation Call centers Customer services Customers Emergency services Emergency vehicles Exhaustive Service Discipline Markov analysis Markov Chain Markov chains Numerical Methods Priority Queues Queueing Queues Queuing theory Reaction time Staffing Time dependence Time‐Dependent Queues Waiting Time Distribution Workforce planning
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