Service Level Differentiation in Call Centers With Fully Flexible Servers
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Overview: The authors study large-scale service systems with multiple customer classes and many statistically identical servers. The authors tackle this question by characterizing scheduling and staffing schemes that are asymptotically optimal in the limit, as system load grows to infinity. The asymptotic regimes considered are consistent with the Efficiency Driven (ED), Quality Driven (QD) and Quality and Efficiency Driven (QED) regimes, first introduced in the context of a single class service system.