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• W2252484490 abstract "We study a queueing model of customer service chat systems. A unique feature of these queueing systems is that a single agent can serve multiple customers simultaneously. We prove the convergence of the queueing process to different diffusion processes in a many-server heavy-traffic regime in three different cases. Using this result, we are able to offer approximations for the steady-state performance measures such as the number of customers in the system, the abandonment probability, and the sojourn time of a customer. Our numerical experiments show that proposed approximations are accurate in various cases." @default.
• W2252484490 created "2016-06-24" @default.
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• W2252484490 date "2016-08-01" @default.
• W2252484490 modified "2023-09-27" @default.
• W2252484490 title "Approximations for Chat Service Systems Using Many-Server Diffusion Limits" @default.
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• W2252484490 doi "https://doi.org/10.1287/moor.2015.0754" @default.
• W2252484490 hasPublicationYear "2016" @default.
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