Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers.
Rouba IbrahimPierre L'EcuyerHaipeng ShenMamadou ThionganePublished in: Eur. J. Oper. Res. (2016)
Keyphrases
- call center
- service quality
- heavy traffic
- service systems
- independent and identically distributed
- queueing model
- arrival rate
- service level
- service times
- customer service
- queue length
- asymptotically optimal
- probability distribution
- random variables
- service providers
- cooperative
- queueing systems
- single server
- real time
- operational decisions
- loosely coupled
- queueing networks
- agent technology
- service oriented
- electronic commerce
- end users
- database systems
- information systems
- databases