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Mandelbaum, Avishai - Faculty of Industrial Engineering and Management, Technion, Israel Institute of Technology
Estimating Characteristics of Queueing Networks Using Transactional Data
Commissioned Paper Telephone Call Centers: Tutorial, Review,
29/07/2006 5:27 PM DATA MOdel for Call Center Analysis
Staffing of Time-Varying Queues to Achieve Time-Stable Performance
Queueing Systems 0 (1998) ?--? 1 Strong Approximations
Service Level Differentiation in Call Centers with Fully Flexible Servers Mor Armony1 Itay Gurvich2 Avishai Mandelbaum3
Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective
OPERATIONS RESEARCH Vol. 52, No. 6, NovemberDecember 2004, pp. 836855
On Pooling in Queueing Networks Avishai Mandelbaum
Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers
Designing a Call Center with Impatient O. Garnett A. Mandelbaum y
OPERATIONS RESEARCH Vol. 52, No. 1, JanuaryFebruary 2004, pp. 1734
