This paper considers staffing requirements problem in service systems especial call centers with random cyclic demands and customers' abandonment behavior by using stationary models. The queueing model can be denoted as ,where arrival rates are sinusoidal, staffing requirements are time-varying and customers may abandon service if the offered waits exceed the customers' patience time. We use ”stationary independent period by period” (SIPP) approach to setting staffing requirements during each planning period such as hours, half-hours, etc. The service levels are measured by customer abandonment probability and delay probability of customers. In order to find the minimum sta ffing needed in each period to achieve the service levels, we first obtain the minimum sta ffing by SIPP which satisfy the target delay probability and abandon probability respectively, then set the maximal of the two values as our objective staffing.
展开▼
