Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times.
Wyean ChanGer KoolePierre L'EcuyerPublished in: Manuf. Serv. Oper. Manag. (2014)
Keyphrases
- call center
- dynamic environments
- agent technology
- multi agent
- multiagent systems
- software agents
- multi agent systems
- intelligent agents
- queue length
- multiple agents
- arrival rate
- cooperative
- graphical models
- mobile agents
- computer science
- routing protocol
- decision making
- service quality
- service level
- single server
- markov decision process
- service systems