Two-stage chance-constrained staffing with agent recourse for multi-skill call centers.
Wyean ChanThuy Anh TaPierre L'EcuyerFabian BastinPublished in: WSC (2016)
Keyphrases
- call center
- chance constrained
- stochastic programming
- agent technology
- multistage
- linear program
- service level
- asymptotically optimal
- robust optimization
- arrival rate
- multi agent
- multi agent systems
- chance constraints
- service systems
- software agents
- multiagent systems
- mobile agents
- queue length
- service quality
- intelligent agents
- heavy traffic
- computationally tractable
- customer service
- reverse logistics
- linear programming
- chance constrained programming
- state dependent