Proficiency based agent scheduling to maximize infrastructure utilization in call-centers.
Nelson LeePranav GuptaBharat JoshiPublished in: SOLI (2012)
Keyphrases
- call center
- agent technology
- asymptotically optimal
- service level
- multi agent systems
- arrival rate
- multi agent
- resource utilization
- multiagent systems
- scheduling problem
- software agents
- service quality
- intelligent agents
- scheduling algorithm
- autonomous agents
- resource allocation
- decision making
- service systems
- quality of service
- heavy traffic
- expected reward
- parallel machines
- agent model
- cooperative
- electronic commerce
- response time
- computer science
- objective function
- queueing model
- real time
- database