In “Dynamic Scheduling of Multiclass Many-Server Queues with Abandonment: The Generalized cμ/h Rule,” Long, Shimkin, Zhang, and Zhang propose three scheduling policies to cope with any general cost functions and general patience-time distributions. Their first contribution is to introduce the target-allocation policy, which assigns higher priority to customer classes with larger deviation from the desired allocation of the service capacity and prove its optimality for any general queue-length cost functions and patience-time distributions. The Gcμ/h rule, which extends the well-known Gcμ rule by taking abandonment into account, is shown to be optimal for the case of convex queue-length costs and nonincreasing hazard rates of patience. For the case of concave queue-length costs but nondecreasing hazard rates of patience, it is optimal to apply a fixed-priority policy, and a knapsack-like problem is developed to determine the optimal priority order efficiently.
On many-server queues in heavy traffic