Optimization of Automated Call Center Service Times Using Evolutionary Techniques.
Sancho Salcedo-SanzÁngel M. Pérez-BellidoEmilio G. Ortíz-GarcíaAntonio Portilla-FiguerasMaurizio NaldiPublished in: HIS (2008)
Keyphrases
- call center
- service times
- queueing model
- arrival rate
- service level
- service quality
- fluid model
- steady state
- queue length
- asymptotically optimal
- priority queue
- stationary distribution
- arrival process
- queueing systems
- processor sharing
- service systems
- heavy traffic
- waiting times
- real time
- agent technology
- independent and identically distributed
- service rates
- single server queue
- processor sharing queue
- poisson process
- state dependent
- parallel algorithm
- data management
- decision makers
- special case