Managing trade-offs in call center agent scheduling: methodology and case study.
Robert SaltzmanVijay MehrotraPublished in: SCSC (2007)
Keyphrases
- call center
- case study
- trade off
- agent technology
- multi agent
- operational decisions
- service level
- intelligent agents
- arrival rate
- asymptotically optimal
- multi agent systems
- autonomous agents
- multiagent systems
- service quality
- scheduling problem
- lessons learned
- parallel machines
- software development
- software agents
- resource allocation
- database
- scheduling algorithm
- state space
- decision making
- fluid model
- service systems
- real time