In recent years, a number of models involving different compatibilities between jobs and
servers in queueing systems, or between agents and resources in matching systems, have …

We propose a novel “smart parking” system for an urban environment. The system assigns
and reserves an optimal parking space based on the driver's cost function that combines …

Call centers are an increasingly important part of today's business world, employing millions
of agents across the globe and serving as a primary customer‐facing channel for firms in …

Hospitals are complex systems with essential societal benefits and huge mounting costs.
These costs are exacerbated by inefficiencies in hospital processes, which are often …

In this paper, we survey results for the GI/GI/N+ GI queueing model. Our focus is on finding
situations in which simple performance measure approximations can be developed. To do …

This is an expository review paper illustrating the “martingale method” for proving many-
server heavy-traffic stochastic-process limits for queueing models, supporting diffusion …

This paper develops methods to determine appropriate staffing levels in call centers and
other many-server queueing systems with time-varying arrival rates. The goal is to achieve …

Problem definition: Inpatient beds are usually grouped into several wards, and each ward is
assigned to serve patients from certain “primary” specialties. However, when a patient waits …

In a call center, there is a natural trade-off between minimizing customer wait time and fairly
dividing the workload among agents of different skill levels. The relevant control is the …

Motivated by telephone call centers, we study large-scale service systems with multiple
customer classes and multiple agent pools, each with many agents. To minimize staffing …