A queueing model with redials and abandonment shows standard Erlang-A staffing understaffs SNAP call centers due to endogenous congestion, enabling analytical evaluation of access improvements.
Martingale proofs of many-server heavy-traffic limits for Markovian queues
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Due Process on Hold: A Queueing Framework for Improving Access in SNAP
A queueing model with redials and abandonment shows standard Erlang-A staffing understaffs SNAP call centers due to endogenous congestion, enabling analytical evaluation of access improvements.