Event Details

Modelling Individuality and Strategic Behaviour in Large Service Systems

In this talk, we focus on large-scale service systems, such as customer contact centres, where servers (agents) are heterogeneous on an individual level. We present a framework to derive approximations to characterize the performance and waiting times in these systems. We show how this framework can be generalized to include parallel server systems composed of multiple pools of agents and customers which has varying capabilities and service requirements. Finally, we show how this framework can be applied to characterize asymmetric equilibrium when agents act strategically to experience more idle times.