@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} }