Server-switching policy for call routing in a multiskill inbound call centre.
Chandra Sen MazumdarN. R. Srinivasa RaghavanPublished in: Int. J. Serv. Technol. Manag. (2008)
Keyphrases
- call center
- customer classes
- asymptotically optimal
- arrival rate
- service level
- service quality
- optimal policy
- heavy traffic
- fluid model
- cache management
- queue length
- central server
- holding cost
- state dependent
- database
- service rates
- service times
- information systems
- neural network
- expected cost
- web pages
- learning algorithm