Scheduling Problem in Call Centers with Uncertain Arrival Rates Forecasts - A Distributionally Robust Approach.
Mathilde ExcoffierCéline GicquelOualid JouiniAbdel LisserPublished in: ICORES (2015)
Keyphrases
- arrival rate
- call center
- scheduling problem
- asymptotically optimal
- queueing systems
- steady state
- poisson process
- fluid model
- queueing model
- queue length
- service quality
- robust optimization
- heavy traffic
- single machine
- holding cost
- service level
- independent and identically distributed
- customer classes
- decision making
- np hard
- queueing networks
- tabu search
- service systems
- service rates
- state dependent