2002a), “Statistical Analysis of a Telephone Call Center: A Queueing Science Perspective,” technical report, University of Pennsylvania, downloadable at http://iew3.technion.ac.il/serveng/References/references.html

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by Lawrence Brown , Noah Gans , Avishai Mandelbaum , Anat Sakov , Haipeng Shen , Sergey Zeltyn , Linda Zhao
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