EURO Working Group on Stochastic Modellingmain |
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FIRST MEETING: 19-21 APRIL 2006, AMSTERDAM |
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meeting 1 program practical information register participants meeting 2 meeting 3 |
AbstractsGer Koole, Service level and monotonicity in call center queueing modelsThe standard service level definition in call centers, the percentage of callers that wait less then a certain threshold, has a number of disadvantages. It stimulates the "rational" manager to take undesirable actions, and, mathematically speaking, it has a number of counterintuitive properties. We discuss both the practical as well as the mathematical issues and discuss what other definitions can be used. |