Real-Time Scheduling for Multi-agent Call Center Automation.
Yong WangQiang YangZhong ZhangPublished in: ECP (1999)
Keyphrases
- call center
- multi agent
- service level
- asymptotically optimal
- multi agent systems
- arrival rate
- heavy traffic
- service quality
- service systems
- reinforcement learning
- cooperative
- software agents
- customer service
- multiagent systems
- probabilistic model
- intelligent agents
- database
- real time
- customer support
- operational decisions
- fluid model
- queueing model
- agent technology
- decision making