• Resource Sharing for Efficiency in Traffic Systems. Bell System Technical Journal, vol. 60, No. 13, January 1981, pp. 39-55 (with Donald R. "Bob" Smith). [published PDF]
• Heavy-Traffic Limits for Queues with Many Exponential Servers. Operations Research, vol. 29, No. 3, May-June 1981, pp. 567-588 (with Shlomo Halfin). [published PDF]
• On the Heavy-Traffic Limit Theorem For GI/G/infinity Queues. Advances in Applied Probability, vol. 14, No. 1, March 1982, pp. 171-190. [published PDF]
• Heavy Traffic Approximations for Service Systems with Blocking. AT&T Bell Laboratories Technical Journal, vol. 63, No. 4, May-June 1984, pp. 689-708. [published PDF]
• The Pointwise Stationary Approximation for M_t/M_t/s Queues is Asymptotically Correct as the Rates Increase. Management Science, vol. 37, No. 3, 1991, pp. 307-314. [published PDF]
• Understanding the Efficiency of Multi-Server Service Systems. Management Science, vol. 38, No. 5, 1992, pp. 708-723. [published PDF]
• Approximations for the GI/G/m Queue. Production and Operations Management, vol. 2, No. 2, 1993, pp. 114-161.
• The Physics of The M_t/G/infinity Queue. Operations Research, vol. 41, No. 4, 1993, pp. 731-742 (with Stephen G. Eick and William A. Massey). [published PDF]
• Server Staffing to Meet Time-Varying Demand. Management Science, vol. 42, No. 10, 1996, pp. 1383-1394 (with Otis B. Jennings, Avishai Mandelbaum and William A. Massey). [published PDF]
• Estimating the Parameters of a Nonhomogeneous Poisson Process with Linear Rate. Telecommunication Systems, vol. 5, 1996, pp. 361-388 (with William A. Massey and Geraldine A. Parker). [PostScript] [PDF]
• The Time-Dependent Erlang Loss Model with Retrials. Proceedings of INFORMS Telecommunications Conference, Telecommunications Systems, R. B. Cooper and R. Doverspike (eds.), vol. 7, 1997, pp. 253-265 (with Nathaniel Grier, William A. Massey and Tyrone McKoy). [PostScript] [PDF]
• Peak Congestion in Multi-Server Service Systems with Slowly Varying Arrival Rates. Queueing Systems, vol. 25, 1997, pp. 157-172 (with William A. Massey). [published PDF]
• Control and Recovery from Rare Congestion Events in a Large Multi-Server System,. Queueing Systems, vol. 26, 1997, pp. 69-104 (with Nicholas Duffield). [published PDF]
• Calculating Transient Characteristics of the Erlang Loss Model by Numerical Transform Inversion. Stochastic Models, vol. 14, No. 3, 1998, pp. 663-680 (with Joseph Abate). [PostScript] [PDF]
• Improving Service By Informing Customers About Anticipated Delays. Management Science, vol. 45, No. 2, February 1999, pp. 192-207. [PostScript] [PDF] [published PDF]
• Predicting Queueing Delays. Management Science, vol. 45, No. 6, June 1999, pp. 870-888. [published PDF]
• Decomposition Approximations for Time-Dependent Markovian Queueing Networks. Operations Research Letters, vol. 24, April 1999, pp. 97-103. [PostScript] [PDF]
• Dynamic Staffing in a Telephone Call Center Aiming to Immediately Answer All Calls. Operations Research Letters, vol. 24, June 1999, pp. 205-212. [PostScript] [PDF]
• Partitioning Customers into Service Groups. Management Science, vol. 45, No. 11, November 1999, pp. 1579-1592. [published PDF]
• Stochastic Models for the Design and Management of Customer Contact Centers: Some Research Directions.. working paper, March 2002. [PDF]
• The Erlang B and C Formulas: Problems and Solutions.. class notes, 2002. [PDF]
• How Multiserver Queues Scale with Growing Congestion-Dependent Demand. Operations Research, vol. 51, No. 4, 2003, pp. 531-542. [PostScript] [PDF]
• A Diffusion Approximation for the G/GI/n/m Queue. Operations Research, vol. 52, No. 6, November-December 2004, pp. 922-941. [publishedPDF]
• Heavy-Traffic Limits for the G/H2*/n/m Queue. Mathematics of Operations Research, vol. 30, No. 1, February 2005, pp. 1-27. [published PDF]
• Engineering Solution of a Basic Call-Center Model. Management Science, vol. 51, No. 2, February 2005, pp. 221-235. [published PDF]
• Engineering Solution of a Basic Call-Center Model: Supplementary Material. [PDF] (Extra material related to previous paper.)
• Efficiency-Driven Heavy-Traffic Approximations for Many-Server Queues with Abandonments. Management Science, vol. 50, No. 10, October 2004, pp. 1449-1461. [PDF].
• Fluid Models for Multiserver Queues with Abandonments. Operations Research, vol. 54, No. 1, 2006, pp. 37-54 [published PDF].
• Two Fluid Approximations for Multi-Server Queues with Abandonments. Operations Research Letters, vol. 33, 2005, pp. 363-372. [published PDF]
• A Staffing Algorithm for Call Centers with Skill-Based Routing. Manufacturing and Service Operations Management (M&SOM), vol. 7, 2005, pp. 276-294 (with Rodney B. Wallace). [published PDF]
• A Staffing Algorithm for Call Centers with Skill-Based Routing: Supplementary Material. (Extra material related to previous paper), 2004. (with Rodney B. Wallace). [PDF]
• A Multi-Class Fluid Model for a Contact Center with Skill-Based Routing. International Journal of Electronics and Communications (AEU), Vol. 60, No. 2, 2006, pp. 95-102, [published PDF].
• Fluid Models for Multiserver Queues with Abandonments. Operations Research, vol. 54, No. 1, 2006, pp. 37-54 [published PDF].
• Sensitivity of Performance in the Erlang A Model to Changes in the Model Parameters. Operations Research, vol. 54, No. 2, 2006, pp. 247-260 [published PDF].
• Staffing a Call Center with Uncertain Arrival Rate and Absenteeism. Production and Operations Management, vol. 15, No. 1, 2006, pp. 88-102. [published PDF].
• The Impact of Increased Employee Retention Upon Performance in a Customer Contact Center. Manufacturing and Service Operations Management (M&SOM), vol. 8, No. 3, Summer 2006, pp. 221-234. [PDF] [published PDF].
• Coping with Time-Varying Demand when Setting Staffing Requirements for a Service System. Production and Operations Management (POMS), vol. 16, No. 1, January-February 2007, pp. 13-39. (with Linda V. Green and Peter J. Kolesar). [PDF]
• Value-Based Routing and Preference-Based Routing in Customer Contact Centers. Production and Operations Management, vol. 16, No. 3, May-June 2007, pp. 277-291. (with Michael E. Sisselman) [PDF].
  • A Preference-Based-Routing Example Solved by Linear Programming with Excel Solver. Supporting material for the paper above, 2005. [PDF].
  • Empowering Customer-Contact Agents Via Preference-Based Routing. SeatLink White Paper paper, 2005. (with Michael E. Sisselman) [PDF].
• What You Should Know About Queueing Models to Set Staffing Requirements in Service Systems. Naval Research Logistics vol. 54, No. 5, August 2007, pp. 476-484. [PDF].
• Staffing of Time-Varying Queues to Achieve Time-Stable Performance. working paper, 2004. Revised 2005. Management Science, forthcoming. (with Zohar Feldman, Avishai Mandelbaum and Bill Massey) [PDF].
  • Staffing of Time-Varying Queues to Achieve Time-Stable Performance, Unabridged Version: Internet Supplement. working paper, 2005. (with Zohar Feldman, Avishai Mandelbaum and Bill Massey) [PDF].
• The Impact of Delay Announcements in Many-Server Queues with Abandonment. working paper, 2005. Submitted to Operations Research. (with Mor Armony and Nahum Shimkin). [PDF]
  • The Impact of Delay Announcements in Many-Server Queues with Abandonment: Supplementary Material. working paper, 2005. Supporting material for paper with same title. (with Mor Armony and Nahum Shimkin). [PDF]
• Queue-and-Idleness-Ratio Controls in Many-Server Service Systems.. Submitted to Mathematics of Operations Research. (with Itay Gurvich) [PDF].
• Service-Level Differentiation in Many-Server Service Systems: A Solution Based on Fixed-Queue-Ratio Routing. Submitted to Operations Research. (with Itay Gurvich) [PDF].
• Scheduling Flexible Servers with Convex Delay Costs in Many-Server Service Systems. Manufacturing and Service Operations Management), forthcoming. (with Itay Gurvich) [PDF].
• Martingale Proofs of Many-Server Heavy-Traffic Limits for Markovian Queues. Probability Surveys, vol. 4, 2007, pp. 193-267. (with Guodong Pang and Rishi Talreja) [PDF]. Alternative sources: DOI link. arXiv link.
• Proofs of the Martingale FCLT. Probability Surveys, vol. 4, 2007, pp. 268-302. [PDF]. Alternative sources: DOI link. arXiv link.
• Fluid Models for Overloaded Multi-Class Many-Server Queueing Systems with FCFS Routing. Management Science, forthcoming. (with Rishi Talreja) [PDF].
  • Fluid Models for Overloaded Multi-Class Many-Server Queueing Systems with FCFS Routing: Internet supplement. Supporting material for paper with same title. (with Rishi Talreja) [PDF].
• Real-Time Delay Estimation Based on Delay History. Submitted to Manufacturing and Service Operations Management (with Rouba Ibrahim) [PDF].
  • Supplement to "Real-Time Delay Estimation Based on Delay History." Supporting material for paper above. (with Rouba Ibrahim) [PDF].
• A Routing Policy for the X Call-Center Model Designed to Respond to Unexpected Overloads. Submitted to Manufacturing and Service Operations Management. (with Ohad Perry) [PDF].

Related topics:

• Multiserver queues
• Offered-load analysis of queueing systems based on infinite-server models, usually for time-dependent arrival rates
• Congestion prediction
• Simulation Methodology

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