Dynamic call center routing policies using call waiting and agent idle times
Wyean Chan; Ger Koole; Pierre L'Ecuyer
| Year of publication: |
2014
|
|---|---|
| Authors: | Chan, Wyean ; Koole, Ger M. ; L'Ecuyer, Pierre |
| Published in: |
Manufacturing & service operations management : M & SOM. - Catonsville, MD : INFORMS, ISSN 1523-4614, ZDB-ID 2021015-2. - Vol. 16.2014, 4, p. 544-560
|
| Subject: | multiskill call centers | contact centers | call routing policies | simulation | stochastic optimization | Callcenter | Call centre | Warteschlangentheorie | Queueing theory | Tourenplanung | Vehicle routing problem | Simulation | Personaleinsatzplanung | Crew scheduling | Stochastischer Prozess | Stochastic process |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10010526446