@article{ferrari_morabito_2020, title={Application of queueing models with abandonment for Call Center congestion analysis}, volume={27}, ISSN={0104-530X}, url={https://doi.org/10.1590/0104-530X3765-20}, DOI={10.1590/0104-530X3765-20}, number={1}, journal={Gestão & Produção}, publisher={Universidade Federal de São Carlos}, author={Ferrari, Sidney Carlos and Morabito, Reinaldo}, year={2020}, pages={e3765} }