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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
Strategic Customer Behavior in an M/M/1 Feedback Queue with General Payoffs
Peter Taylor, Jiesen Wang
We consider an M/M/1 feedback queue in which service attempts may fail, requiring the customer to rejoin the queue. Arriving customers act strategically, deciding whether to join t…
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…