Refining Square Root Safety Staffing by Expanding Erlang C.

C.A.J.E.M. Janssen; J.S.H. van Leeuwaarden; A.P. Zwart

doi:10.1287/opre.1110.0991

Refining Square Root Safety Staffing by Expanding Erlang C.

C.A.J.E.M. Janssen, J.S.H. van Leeuwaarden, A.P. Zwart

Mathematics

Research output: Contribution to Journal › Article › Academic › peer-review

Abstract

We apply a new corrected diffusion approximation for the Erlang C formula to determine staffing levels in cost minimization and constraint satisfaction problems. These problems are motivated by large customer contact centers that are modeled as an M/M/s queue with s the number of servers or agents. The proposed staffing levels are refinements of the celebrated square-root safety-staffing rule and have the appealing property that they are as simple as the conventional square-root safety-staffing rule. In addition, we provide theoretical support for the empirical fact that square-root safety-staffing works well for moderate-sized systems. © 2011 INFORMS.

Original language	English
Pages (from-to)	1512-1522
Journal	Operations Research
Volume	59
Issue number	6
DOIs	https://doi.org/10.1287/opre.1110.0991
Publication status	Published - 2011

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abstract = "We apply a new corrected diffusion approximation for the Erlang C formula to determine staffing levels in cost minimization and constraint satisfaction problems. These problems are motivated by large customer contact centers that are modeled as an M/M/s queue with s the number of servers or agents. The proposed staffing levels are refinements of the celebrated square-root safety-staffing rule and have the appealing property that they are as simple as the conventional square-root safety-staffing rule. In addition, we provide theoretical support for the empirical fact that square-root safety-staffing works well for moderate-sized systems. {\textcopyright} 2011 INFORMS.",

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AB - We apply a new corrected diffusion approximation for the Erlang C formula to determine staffing levels in cost minimization and constraint satisfaction problems. These problems are motivated by large customer contact centers that are modeled as an M/M/s queue with s the number of servers or agents. The proposed staffing levels are refinements of the celebrated square-root safety-staffing rule and have the appealing property that they are as simple as the conventional square-root safety-staffing rule. In addition, we provide theoretical support for the empirical fact that square-root safety-staffing works well for moderate-sized systems. © 2011 INFORMS.

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DO - 10.1287/opre.1110.0991

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JO - Operations Research

JF - Operations Research

SN - 0030-364X

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Refining Square Root Safety Staffing by Expanding Erlang C.

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