Joint chance-constrained staffing optimization in multi-skill call centers.
Tien Thanh DamThuy Anh TaTien MaiPublished in: J. Comb. Optim. (2022)
Keyphrases
- call center
- chance constrained
- stochastic programming
- robust optimization
- service level
- chance constraints
- asymptotically optimal
- arrival rate
- service quality
- service systems
- heavy traffic
- linear program
- chance constrained programming
- agent technology
- multistage
- optimization problems
- computationally tractable
- mathematical programming
- lot sizing
- knapsack problem
- service times
- queue length
- dynamic programming
- quality of service
- markov chain
- linear programming
- fuzzy logic