Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers.
Dongyuan ZhanAmy R. WardPublished in: Manuf. Serv. Oper. Manag. (2014)
Keyphrases
- call center
- trade off
- asymptotically optimal
- service level
- arrival rate
- heavy traffic
- high resolution
- queue length
- service systems
- service quality
- customer service
- routing protocol
- single server
- routing problem
- routing algorithm
- shortest path
- information systems
- neural network
- steady state
- probabilistic model
- artificial intelligence