A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty.
Thuy Anh TaWyean ChanFabian BastinPierre L'EcuyerPublished in: Eur. J. Oper. Res. (2021)
Keyphrases
- call center
- arrival rate
- asymptotically optimal
- steady state
- queueing systems
- poisson process
- heavy traffic
- queue length
- service systems
- queueing model
- fluid model
- queueing networks
- service times
- state dependent
- robust optimization
- service level
- poisson arrivals
- operational decisions
- high volume
- service quality
- reinforcement learning
- independent and identically distributed
- long run
- optimal capacity