Optimal scheduling in call centers with a callback option.
Benjamin LegrosOualid JouiniGer KoolePublished in: Perform. Evaluation (2016)
Keyphrases
- optimal scheduling
- call center
- scheduling problem
- asymptotically optimal
- arrival rate
- service level
- scheduling algorithm
- service quality
- customer service
- heavy traffic
- queue length
- option pricing
- service systems
- agent technology
- steady state
- queueing model
- real time
- long run
- electronic commerce
- response time
- supply chain
- user interface
- decision making
- service times
- fluid model
- information retrieval
- data mining