Continuing research by Jennings, Mandelbaum, Massey and Whitt (1996), we investigate methods to perform time-dependent staffing for many-server queues. Our aim is to achieve time-stable performance in face of general time-varying arrival rates. It turns out that it suffices to target a stable probability of delay. That procedure tends to produce time-stable performance for several other operational measures. Motivated by telephone call centers, we focus on many-server models with customer abandonment, especially the Markovian Mt/M/st + M model, having an exponential time-to-abandon distribution (the +M), an exponential servicetime distribution and a nonhomogeneous Poisson arrival process. We develop three different methods for staffing, with decreasing generality and decreasing complexity: First, we develop a simulation-based iterativestaffing algorithm (ISA), and conduct experiments showing that it is effective. The ISA is appealing because it applies to very general models and is automatically validating: we directly see how well it works. Second, we extend the square-root-staffing rule, proposed by Jennings et al., which is based on the associated infinite-server model. The rule dictates that the staff level at time t be st = mt + β √ mt, where mt is the offered load (mean number of busy servers in the infinite-server model) and the constant β reflects the service grade. We show that the service grade β in the staffing formula can be represented as a function of the target delay probability α by

This paper proposes simple methods for staffing a single-class call center with uncertain arrival rate and uncertain staffing due to employee absenteeism. The arrival rate and the proportion of servers present are treated as random variables. The basic model is a multi-server queue with customer abandonment, allowing non-exponential service-time and time-to-abandon distributions. The goal is to maximize the expected net return, given throughput benefit and server, customer-abandonment and customer-waiting costs, but attention is also given to the standard deviation of the return. The approach is to approximate the performance and the net return, conditional on the random model-parameter vector, and then uncondition to get the desired results. Two recently-developed approximations are used for the conditional performance measures: first, a deterministic fluid approximation and, second, a numerical algorithm based on a purely Markovian birth-and-death model, having state-dependent death rates. Key words: model-parameter uncertainty; contact centers; employee absenteeism; customer abandonment; fluid models

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Abstract. Aiming at reduction of complexity, this work is concerned with two-time-scale Markov chains and applications to quasi-birth-death queues. Asymptotic expansions of probability vectors are constructed and justified. Lumping all states of the Markov chain in each subspace into a single state, an aggregated process is shown to converge to a continuous-time Markov chain whose generator is an average with respect to the stationary measures. Then a suitably scaled sequence is shown to converge to a switching diffusion process. Extensions of the results are presented together with examples of quasi-birth-death queues. Key words. Markov chain, singular perturbation, countable state space, asymptotic expansion, occupation measure, aggregation, switching diffusion, quasi-birth-death queue

We prove a many-server heavy-traffic fluid limit for an overloaded Markovian queueing system having two customer classes and two service pools, known in the call-center literature as the X model. The system uses the fixed-queueratio-with-thresholds (FQR-T) control, which we proposed in a recent paper as a way for one service system to help another in face of an unexpected overload. Under FQR-T, customers are served by their own service pool until a threshold is exceeded. Then, one-way sharing is activated with customers from one class allowed to be served in both pools. After the control is activated, it aims to keep the two queues at a pre-specified fixed ratio. For large systems that fixed ratio is achieved approximately. For the fluid limit, or FWLLN, we consider a sequence of properly scaled X models in overload operating under FQR-T. Our proof of the FWLLN follows the compactness approach, i.e., we show that the sequence of scaled processes is tight, and then show that all converging subsequences have the specified limit. The characterization step is complicated because the queuedifference processes, which determine the customer-server assignments, remain stochastically bounded, and need to be considered without spatial scaling. Asymptotically, these queue-difference processes operate in a faster time scale than the fluid-scaled processes. In the limit, due to a separation of time scales, the driving processes converge to a time-dependent steady state (or local average) of a time-varying fast-time-scale process (FTSP). This averaging principle (AP) allows us to replace the driving processes with the long-run average behavior of

One traditional application of queueing models is to help set staffing requirements in service systems, but the way to do so is not entirely straightforward, largely because demand in service systems typically varies greatly by the time of day. This paper discusses ways- old and new-to cope with that time-varying demand.

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This work focuses on time-inhomogeneous Markov chains with two time scales. Our motivations stem from applications in reliability and dependability, queueing networks, financial engineering and manufacturing systems, where two-time-scale scenarios naturally arise. One of the important questions is: As the rate of fluctuation of the Markov chain goes to infinity, if the limit distributions of suitably centered and scaled sequences of occupation measures exist, what can be said about the convergence rate? By combining singular perturbation techniques and probabilistic methods, this paper addresses the issue by concentrating on sequences of centered and scaled functional occupation processes. The results obtained are then applied to treat a queueing system example. 1. Introduction. This

Weproveamany-serverheavy-trafficfluidlimit for anoverloadedMarkovianqueueingsystemhavingtwocustomer classes and two service pools, known in the call-center literature as the X model. The system uses the fixed-queueratio-with-thresholds (FQR-T) control, which we proposed in a recent paper as a way for one service system to help another in face of an unexpected overload. Under FQR-T, customers are served by their own service pool until a threshold is exceeded. Then, one-way sharing is activated with customers from one class allowed to be served in both pools. After the control is activated, it aims to keep the two queues at a pre-specified fixed ratio. For large systems that fixed ratio is achieved approximately. For the fluid limit, or FWLLN, we consider a sequence of properly scaled X models in overload operating under FQR-T. Our proof of the FWLLN follows the compactness approach, i.e., we show that the sequence of scaled processes is tight, and then show that all converging subsequences have the specified limit. The characterization step is complicated because the queuedifference processes, which determine the customer-server assignments, need to be considered without spatial scaling. Asymptotically, these queue-difference processes operate on a faster time scale than the fluid-scaled processes. In the limit, due to a separation of time scales, the driving processes converge to a time-dependent steady state (or local average) of a time-varying fast-time-scale process (FTSP). This averaging principle allows us to replace the driving processes with the long-run average behavior of the FTSP.