In this paper we study a challenging call center operation problem. The goal of our analysis is to identify an optimal policy for allocating tasks to agents. As a first step, we discuss promising randomized policies and use stochastic approximation for finding the optimal randomized policy when...

In this paper methods of mixing decision rules are investigated and applied to the so-called multiple job type assignment problem with specialized servers which is modeled as continuous time Markov decision process. Performance optimization is difficult for this assignment problem, but...