Optimizing daily agent scheduling in a multiskill call center.
Athanassios N. AvramidisWyean ChanMichel GendreauPierre L'EcuyerOrnella PisacanePublished in: Eur. J. Oper. Res. (2010)
Keyphrases
- call center
- agent technology
- service level
- multiagent systems
- multi agent systems
- scheduling problem
- intelligent agents
- mobile agents
- multi agent
- autonomous agents
- scheduling algorithm
- asymptotically optimal
- arrival rate
- service quality
- service systems
- heavy traffic
- queueing model
- resource allocation
- graphical models
- decision making
- customer service
- software agents
- queue length
- database
- information systems