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Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option

Alexander N. Dudin, Che Soong Kim, Olga S. Dudina, Sergey Dudin. Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option. Annals OR, 239(2):401-428, 2016. [doi]

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