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20162025
most citedSilent Abandonment in Contact Centers: Estimating Customer Patience from Uncertain Data

3 citations · 6 across the 3 of their papers we have counts for

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math.PR2016

The restricted Erlang-R Queue: Finite-size effects in service systems with returning customers

Johan S. H. van Leeuwaarden, Britt W. J. Mathijsen, Fiona Sloothaak +1

Motivated by health care systems with repeated services that have both personnel (nurse and physician) and space (beds) constraints, we study a restricted version of the Erlang-R m…