Intelligent procedures for intra-day updating of call center agent schedules

Vijay Mehrotra; Ozgür Ozlük; Robert Saltzman

Year of publication:	2010
Authors:	Mehrotra, Vijay ; Ozlük, Ozgür ; Saltzman, Robert
Published in:	Production and operations management : an international journal of the Production and Operations Management Society. - Hoboken, NJ : Wiley-Blackwell, ISSN 1059-1478, ZDB-ID 1108460-1. - Vol. 19.2010, 3, p. 353-367
Subject:	Callcenter \| Call centre \| Scheduling-Verfahren \| Scheduling problem \| Agentenbasierte Modellierung \| Agent-based modeling \| Warteschlangentheorie \| Queueing theory \| Personaleinsatzplanung \| Crew scheduling

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