Dynamic Scheduling in a Many-Server, Multiclass System: The Role of Customer Impatience in Large Systems
Dynamic Scheduling in a Many-Server, Multiclass System: The Role of Customer Impatience in Large Systems
复制标题
多服务器、多类系统中的动态调度：客户不耐烦在大型系统中的作用
DOI：
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发表时间：
2018
期刊：
影响因子：
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通讯作者：
Amy R. Ward
中科院分区：
文献类型：
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作者：
Jeunghyun Kim;R. Randhawa;Amy R. Ward
问题定义：我们研究服务系统中客户的最优调度，如呼叫中心。在这样的系统中，如果客户等待服务的时间太长，则客户通常挂断并放弃系统。这种放弃是有害的系统，所以管理人员通常使用调度作为一种工具，以减轻it. In本文中，我们研究了客户的不耐烦和调度决策之间的相互作用，管理异构客户类。学术/实践相关性：呼叫中心是一个庞大的行业，全球支出约为3000亿美元，全球员工超过1500万人。我们的工作重点是改善呼叫中心的运营，这可以降低成本，提高客户满意度。在数学上，客户耐心通常被建模为指数分布的易处理性。我们的工作使进入放松这个限制性的假设，允许建模更现实的呼叫中心的情况。方法：我们使用重型交通驱动的非对称...
Problem definition: We study optimal scheduling of customers in service systems, such as call centers. In such systems, customers typically hang up and abandon the system if their wait for service is too long. Such abandonments are detrimental for the system, and so managers typically use scheduling as a tool to mitigate it. In this paper, we study the interplay between customer impatience and scheduling decisions when managing heterogeneous customer classes. Academic/practical relevance: Call centers constitute a large industry that has a global spending of around $300 billion and employs more than 15 million people worldwide. Our work focuses on improving call center operations, which can reduce costs and improve customer satisfaction. Mathematically, customer patience is typically modeled as exponentially distributed for tractability. Our work makes inroads into relaxing this restrictive assumption to allow modeling more realistic call center situations. Methodology: We use heavy traffic–motivated asym...