3 papers
math.PR2025
Performance Evaluation of Small Call Centres in a Transient Regime
Mark Fackrell, Hritika Gupta, Peter G. Taylor
This paper addresses a fundamental and practically significant problem in call centre operations -- determining optimal call allocation policies that meet client service targets wh…
math.PR2025
Minimising Numbers of Losses and Abandonments in Small Call Centres Under a Transient Regime
Mark Fackrell, Hritika Gupta, Peter G. Taylor
We consider the problem of allocating customers to agents in small call centres so that transient performance indicators in terms of expected numbers of losses and abandonments are…
math.PR2025
Uncovering the topology of an infinite-server queueing network from population data
Hritika Gupta, Michel Mandjes, Liron Ravner +1
This paper studies statistical inference in a network of infinite-server queues, with the aim of estimating the underlying parameters (routing matrix, arrival rates, parameters per…