{"43882":{"#nid":"43882","#data":{"type":"event","title":"Faculty Candidate Seminar:  Itay Gurvich","body":[{"value":"\u003Cp\u003E\u003Cstrong\u003EFaculty Candidate:\u003C\/strong\u003E Itay Gurvich\n\u003C\/p\u003E\n\u003Cp\u003E\u003Cstrong\u003EPresentation Title:\u003C\/strong\u003E Service-level differentiation in large-scale service systems \n\u003C\/p\u003E\n\u003Cp\u003E\u003Cstrong\u003EAbstract\u003C\/strong\u003E: Motivated by telephone call centers, we study the problem of service-level differentiation in largescale service systems with multiple customer classes and multiple agent pools. Call Centers usually specify their operational objectives through the x-y service-level (SL) constraint, which stipulates that x% of the calls should be answered within y seconds. Typically, service-level differentiation is imposed through different SL objectives for different customer classes. In order to achieve these constraints a Call-Center needs to determine the types of agents that will be used (Design), the number of agents of each type (Staffing) and the real-time control to be used (Routing). We propose a solution based on a family of routing controls called Fixed-Queue-Ratio (FQR) rules. In many settings, FQR allows us to solve the combined Design-Staffing-and-Routing problem in a nearly optimal way. Our analysis also establishes a diminishing-returns property of flexibility by showing that,under FQR, very moderate cross-training is sufficient to make the call center work as efficiently as a single-pool system. This is joint work with Ward Whitt.\n\u003C\/p\u003E\n\u003Cp\u003E\u003Cstrong\u003EEducation\u003C\/strong\u003E\u003Cbr \/\u003E\n2004-2008 Graduate School of Business, Columbia University, New York.\u003Cbr \/\u003E\nPhD in Decisions, Risk and Operations\u003Cbr \/\u003E\nDissertation: \u0022Staffing and Control of Many-Server Service Systems\u0022. Principal Adviser: Ward Whitt; Co-Advisers: Mor Armony, Costis Maglaras and Assaf Zeevi.\n\u003C\/p\u003E\n\u003Cp\u003E2002-2004 Technion\u003C\/p\u003E","summary":null,"format":"limited_html"}],"field_subtitle":"","field_summary":[{"value":"Stewart School Faculty Candidate Seminar featuring Itay Gurvich.  Gurvich is currently working on his PhD in Decisions, Risk and Operations at Columbia University (expected completion 2008).","format":"limited_html"}],"field_summary_sentence":[{"value":"Faculty Candidate Seminar:  Itay Gurvich"}],"uid":"27216","created_gmt":"2009-10-12 21:20:39","changed_gmt":"2016-10-08 01:47:58","author":"Ruth Gregory","boilerplate_text":"","field_publication":"","field_article_url":"","field_event_time":{"event_time_start":"2008-02-26T10:00:00-05:00","event_time_end":"2008-02-26T11:00:00-05:00","event_time_end_last":"2008-02-26T11:00:00-05:00","gmt_time_start":"2008-02-26 15:00:00","gmt_time_end":"2008-02-26 16:00:00","gmt_time_end_last":"2008-02-26 16:00:00","rrule":null,"timezone":"America\/New_York"},"extras":[],"related_links":[{"url":"http:\/\/www.columbia.edu\/~ig2126","title":"Itay Gurvich\\\u0027s web site"}],"groups":[{"id":"1242","name":"School of Industrial and Systems Engineering (ISYE)"}],"categories":[],"keywords":[{"id":"6039","name":"faculty candidate seminar"},{"id":"426","name":"isye"},{"id":"6038","name":"Itay Gurvich"}],"core_research_areas":[],"news_room_topics":[],"event_categories":[{"id":"1795","name":"Seminar\/Lecture\/Colloquium"}],"invited_audience":[],"affiliations":[],"classification":[],"areas_of_expertise":[],"news_and_recent_appearances":[],"phone":[],"contact":[{"value":"\u003Cstrong\u003EJennifer  Harris\u003C\/strong\u003E\u003Cbr \/\u003EISyE\u003Cbr \/\u003E\u003Ca href=\u0022mailto:jharris@isye.gatech.edu\u0022\u003EContact Jennifer  Harris\u003C\/a\u003E\u003Cbr \/\u003E\u003Cstrong\u003E404-894-2300\u003C\/strong\u003E","format":"limited_html"}],"email":[],"slides":[],"orientation":[],"userdata":""}}}