“…In the interest of space, we do not provide a complete literature review here, but refer the interested reader to Hopp and Van Oyen [13] for a comprehensive review of the literature in this area, and to Akşin, Armony, and Mehrotra [4], Akşin, Karaesmen, andÖrmeci [5], and Gans, Koole, and Mandelbaum [12] for thorough reviews of the literature on flexible servers in call centers. This paper is most closely related to other works that employ Markov decision process techniques and sample path analysis in determining effective server allocation schemes, see for example Ahn, Duenyas, and Zhang [1], Ahn and Lewis [2], Ahn and Righter [3], Andradóttir and Ayhan [6], Andradóttir, Ayhan, and Down [7,8], Kaufman, Ahn, and Lewis [15],Örmeci [17], Sennott, Van Oyen, and Iravani [19], Van Oyen, Gel, and Hopp [20], and Wu, Lewis, and Veatch [21]. However, these papers only consider cases where the combined rate of a set of collaborating servers is additive (i.e., α = 1).…”