Performance assessment in an interactive call center workforce simulation.

Jungmok Ma Namhun Kim Ling Rothrock

Published in: Simul. Model. Pract. Theory (2011)

Keyphrases

call center
information technology
arrival rate
service level
heavy traffic
information retrieval
artificial intelligence
neural network
asymptotically optimal
fluid model
human resources
service quality
utility function
international conference
objective function
database systems
information systems