Harrison, J. Michael; Zeevi, Assaf - In: Manufacturing & Service Operations Management 7 (2005) 1, pp. 20-36
We consider a call center model with m input flows and r pools of agents; the m-vector \lambda of instantaneous arrival rates is allowed to be time dependent and to vary stochastically. Seeking to optimize the trade-off between personnel costs and abandonment penalties, we develop and illustrate...