A Call-Routing Problem with Service-Level Constraints

DOI10.1287/OPRE.51.2.255.12787MaRDI QIDQ3635189zbMATH OpenOpenAlexFDO

Authors Noah Gans, Yongpin Zhou

Publication date 5 July 2009

Published in Operations Research (Search for Journal in Brave)

Full work available at URL https://semanticscholar.org/paper/91288aef1e997fc4eb2fb647567651dbb424205d

Mathematics Subject Classification ID

Stochastic network models in operations research (90B15) Queues and service in operations research (90B22) Management decision making, including multiple objectives (90B50) Case-oriented studies in operations research (90B90)

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Cited in

(28)

• Outsourcing strategy in two-stage call centers
• Call centers with a postponed callback offer
• Reservation, a tool to reduce the balking effect and the probability of delay
• Exact analysis for multiserver queueing systems with cross selling
• On the scheduling of operations in a chat contact center
• Optimal balanced control for call centers
• Front-office multitasking between service encounters and back-office tasks
• Optimal staffing for ticket queues
• The transient blended queue
• A stochastic analysis of a network with two levels of service
• Service-level agreements in call centers: perils and prescriptions
• Jackson networks with unlimited supply of work
• DYNAMIC ROUTING POLICIES FOR MULTISKILL CALL CENTERS
• DYNAMIC ROUTING OF CUSTOMERS WITH GENERAL DELAY COSTS IN A MULTISERVER QUEUING SYSTEM
• Two-class routing with admission control and strict priorities
• Profit maximization in flexible serial queueing networks
• Approximate dynamic programming techniques for skill-based routing in call centers
• Nonlinear programming problem for an M-design multi-skill call center with impatience based on queueing model method
• An optimal callback policy for general arrival processes: a pathwise analysis
• Optimal pricing and scheduling control of product shipping
• Managing Response Time in a Call-Routing Problem with Service Failure
• Queues with waiting time dependent service
• Dynamic policy for idling time preservation
• Two‐class constrained optimization with applications to queueing control
• Stability of generalized Jackson networks with infinite supply of work
• Optimal resource allocation for multiqueue systems with a shared server pool
• Dynamic routing in large-scale service systems with heterogeneous servers
• An optimal deterministic control policy of servers in front and back rooms with a variable number of switching points and switching costs

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