{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","description":"This cluster of papers focuses on the operations management of call centers, with an emphasis on queueing systems, workload management, staffing optimization, patient flow, and performance analysis in heavy traffic regimes. It explores various aspects of call center operations and service systems, utilizing queueing theory and dynamic scheduling to improve efficiency and customer service.","keywords":[{"id":"https://openalex.org/keywords/queueing-systems","display_name":"queueing systems","score":0.691},{"id":"https://openalex.org/keywords/queueing-theory","display_name":"queueing theory","score":0.443},{"id":"https://openalex.org/keywords/single-server-queue","display_name":"single-server queue","score":0.8769},{"id":"https://openalex.org/keywords/queueing-models","display_name":"queueing models","score":0.4496},{"id":"https://openalex.org/keywords/queueing-networks","display_name":"queueing networks","score":0.5926},{"id":"https://openalex.org/keywords/stationary-distribution","display_name":"stationary distribution","score":0.2118},{"id":"https://openalex.org/keywords/multi-server-queues","display_name":"multi-server queues","score":0.9189},{"id":"https://openalex.org/keywords/poisson-arrivals","display_name":"Poisson arrivals","score":0.6976},{"id":"https://openalex.org/keywords/m-g-1-queue","display_name":"M/G/1 queue","score":0.7833},{"id":"https://openalex.org/keywords/m-m-1-queue","display_name":"M/M/1 queue","score":0.6722},{"id":"https://openalex.org/keywords/finite-buffer-queue","display_name":"finite capacity queue","score":0.9023},{"id":"https://openalex.org/keywords/queue-length-distribution","display_name":"queue length distribution","score":0.8666},{"id":"https://openalex.org/keywords/exponential-service-times","display_name":"exponential service times","score":0.8662},{"id":"https://openalex.org/keywords/queue-length","display_name":"queue length","score":0.2171},{"id":"https://openalex.org/keywords/waiting-time-distribution","display_name":"waiting time distribution","score":0.4529},{"id":"https://openalex.org/keywords/retrial-queueing-systems","display_name":"retrial queue","score":0.9558},{"id":"https://openalex.org/keywords/discrete-time-queues","display_name":"discrete-time queues","score":0.9206},{"id":"https://openalex.org/keywords/server-vacation","display_name":"server vacation","score":0.9589},{"id":"https://openalex.org/keywords/priority-queues","display_name":"priority queues","score":0.2993},{"id":"https://openalex.org/keywords/finite-buffer","display_name":"finite buffer","score":0.6163},{"id":"https://openalex.org/keywords/customer-impatience","display_name":"impatient customers","score":0.8613},{"id":"https://openalex.org/keywords/probability-generating-function","display_name":"probability generating function","score":0.329},{"id":"https://openalex.org/keywords/steady-state-probabilities","display_name":"steady-state probabilities","score":0.4283},{"id":"https://openalex.org/keywords/average-waiting-time","display_name":"average waiting time","score":0.5336},{"id":"https://openalex.org/keywords/busy-season","display_name":"busy period","score":0.7382}],"legacy_keywords":"Call Center; Queueing Systems; Service Systems; Workload Management; Staffing Optimization; Patient Flow; Performance Analysis; Queueing Theory; Heavy Traffic Regime; Dynamic Scheduling","ids":{"openalex":"https://openalex.org/T10974","wikipedia":"https://en.wikipedia.org/wiki/Call_center_management_system"},"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"},"siblings":[{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management"},{"id":"https://openalex.org/T10328","display_name":"Supply Chain and Inventory Management"},{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis"},{"id":"https://openalex.org/T10797","display_name":"Accounting and Organizational Management"},{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy"},{"id":"https://openalex.org/T11734","display_name":"Decision Support System Applications"},{"id":"https://openalex.org/T11891","display_name":"Big Data and Business Intelligence"},{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain Management"},{"id":"https://openalex.org/T11938","display_name":"ERP Systems Implementation and Impact"},{"id":"https://openalex.org/T11995","display_name":"FinTech, Crowdfunding, Digital Finance"},{"id":"https://openalex.org/T12734","display_name":"Information Systems and Technology Applications"},{"id":"https://openalex.org/T13794","display_name":"Financial Reporting and XBRL"},{"id":"https://openalex.org/T14121","display_name":"Logistics and Transportation Systems"},{"id":"https://openalex.org/T14187","display_name":"Varied Academic Research Topics"},{"id":"https://openalex.org/T14320","display_name":"Optics and Image Analysis"}],"works_count":61550,"cited_by_count":624403,"works_api_url":"https://api.openalex.org/works?filter=topics.id:T10974","updated_date":"2026-10-22T03:01:35","created_date":"2024-01-23T15:27:08"}