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Multi-Skill Call Center as a Grading from "Old" Telephony.

Manfred Schneps-SchneppeJanis Sedols
Published in: NEW2AN (2009)
Keyphrases
  • call center
  • service level
  • asymptotically optimal
  • service quality
  • arrival rate
  • service systems
  • heavy traffic
  • queue length
  • fluid model
  • database
  • information systems
  • decision makers