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This results in an arrival process of class k requests to the team j queueing system that follows a stochastic process Aj,k(t) with finite rate λ j, k = 1 / E[A j, k ]. The times required for agent team j to handle class k requests are assumed to be independent and identically distributed according to a common general distribution function Sj,k(·) with finite first three moments E[S ij, k ] = ∫ ∞ t i dS j, k (t ), i = 1, 2, 3, and mean service rate denoted by 0 j , k = 1 / E[S j, k ] . Similarly, the interarrival times for class k requests to the agent team j queueing system are assumed to have finite first three moments ∞ t dS (t ), i = 1, 2, 3.

V. v. v. for the stationary residence time of class k requests handled by team j, where Tj,k = Wj,k + Rj,k. s for class k requests d d handled by team j, respectively, such that Tj(,nk)  Tj, k and Wj(,nk)  Wj, k . SLAs can (n) be defined for each customer class k as a function SN (·) of Tj, k or Wj(,nk) or both. As previously noted, the SDP receives revenue as a function of Rj k for each class k request that is handled by agent team j, incurs a penalty as a function of Pj k for the nth class k request handled by agent team j whenever the SLA function Sk (Tj(,nk) , Wj(,nk) ) exceeds the corresponding SLT Z j k relative to the corresponding PA Aj k , and incurs a cost as a function of Cj k for the capacity Cj of team j.

He won the Institute of Industrial Engineers Annual Research Conference best paper award in Operations Research in 2006. Dr. Qi is also the recipient of the Junior Faculty Teaching Award at Rutgers Business School in 2011, and Outstanding Faculty Award at the School of Management & Information System, University of Missouri–Rolla, in 2007. Ruwen Qin Missouri University of Science and Technology Rolla, Missouri Ruwen Qin is an assistant professor of engineering management and systems engineering at Missouri University of Science and Technology (formerly University of Missouri–Rolla).

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