Performance analysis of an inbound call center with skills-based routing.
Raik StolletzStefan HelberPublished in: OR Spectr. (2004)
Keyphrases
- call center
- service level
- arrival rate
- service quality
- asymptotically optimal
- service systems
- routing protocol
- routing algorithm
- customer service
- shortest path
- heavy traffic
- ad hoc networks
- dynamic programming
- agent technology
- wireless sensor networks
- queueing model
- special case
- e learning
- artificial intelligence
- real time