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Scaling and comparison of fluid limits of queues applied to call centers with time-varying parameters

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Abstract.

Temporary overload situations in queues can be approximated by fluid queues. We strengthen earlier results on the comparison of multi-server tandem systems with their fluid limits. At the same time we give conditions under which economies of scale hold. We apply the results to call centers.

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Authors and Affiliations

  1. CESIMO, Universidad de los Andes, Mérida, Venezuela

    Tania Jiménez

  2. Department of Mathematics, Vrije Universiteit Amsterdam, De Boelelaan 1081a, 1081 HV, Amsterdam, The Netherlands

    Ger Koole

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  1. Tania Jiménez
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  2. Ger Koole
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Correspondence to Ger Koole.

Additional information

Correspondence to: Ger Koole.

We are grateful to the anonymous referees for their useful remarks that helped us improve the paper.

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Jiménez, T., Koole, G. Scaling and comparison of fluid limits of queues applied to call centers with time-varying parameters. OR Spectrum 26, 413–422 (2004). https://doi.org/10.1007/s00291-004-0162-x

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  • DOI: https://doi.org/10.1007/s00291-004-0162-x

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