Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers.
Vijay MehrotraKevin RossGeoffrey S. RyderYong-Pin ZhouPublished in: Manuf. Serv. Oper. Manag. (2012)
Keyphrases
- call center
- arrival rate
- service times
- asymptotically optimal
- service level
- customer classes
- queueing systems
- steady state
- heavy traffic
- service quality
- queueing model
- service rates
- routing protocol
- service systems
- databases
- queue length
- fluid model
- high resolution
- mobile ad hoc networks
- queueing networks
- routing algorithm
- ad hoc networks
- data center
- stationary distribution
- special case
- reinforcement learning
- data mining