DYNAMIC ROUTING POLICIES FOR MULTISKILL CALL CENTERS
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Recommendations
- Approximate dynamic programming techniques for skill-based routing in call centers
- Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems
- Performance analysis of an inbound call center with skills-based routing
- Staffing multiskill call centers via linear programming and simulation
- Optimizing daily agent scheduling in a multiskill call center
Cites work
- A Call-Routing Problem with Service-Level Constraints
- A heuristic rule for routing customers to parallel servers
- Approximation and analysis of a call center with flexible and specialized servers
- Dynamic Admission Control in a Call Center With One Shared and Two Dedicated Service Facilities
- scientific article; zbMATH DE number 700091 (Why is no real title available?)
- scientific article; zbMATH DE number 826383 (Why is no real title available?)
- On the structure of value functions for threshold policies in queueing models
- On the value function of a priority queue with an application to a controlled polling model
- Queueing model for call blending in call centers
- Queueing models of call centers: An introduction
- Separable routing: A scheme for state-dependent routing of circuit switched telephone traffic
- Service-level differentiation in call centers with fully flexible servers
Cited in
(15)- Agent scheduling in a multiskill call center
- Optimizing daily agent scheduling in a multiskill call center
- Performance analysis of an inbound call center with skills-based routing
- A survey on skill-based routing with applications to service operations management
- Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
- Dispatching fire trucks under stochastic driving times
- An overview for Markov decision processes in queues and networks
- Admission and routing of soft real-time jobs to multiclusters: design and comparison of index policies
- On the control of a queueing system with aging state information
- An approximate dynamic programing approach to the development of heuristics for the scheduling of impatient jobs in a clearing system
- Approximate dynamic programming techniques for skill-based routing in call centers
- Managing Response Time in a Call-Routing Problem with Service Failure
- Optimization of overflow policies in call centers
- Replenishment and fulfilment decisions for stores in an omni-channel retail network
- Performance evaluation in small hierarchical call centres in a transient regime: a case study
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