SANet: a service-agent network for call-center scheduling.
Qiang YangYong WangZhong ZhangPublished in: IEEE Trans. Syst. Man Cybern. Part A (2003)
Keyphrases
- call center
- service quality
- agent technology
- service systems
- arrival rate
- customer service
- service level
- multi agent
- queueing model
- multiagent systems
- multi agent systems
- heavy traffic
- scheduling problem
- asymptotically optimal
- decision making
- network resources
- customer classes
- intelligent agents
- network architecture
- queue length
- service providers
- customer support
- web services
- service times
- databases
- scheduling algorithm
- differentiated services
- neural network
- resource utilization
- cooperative
- end users
- response time
- peer to peer
- queueing networks
- software agents