Queueing model for call blending in call centers
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Publication:5266780
Cited in
(34)- AN EFFICIENT METHOD FOR PERFORMANCE ANALYSIS OF BLENDED CALL CENTERS WITH REDIAL
- Approximate dynamic programming techniques for skill-based routing in call centers
- Markov chain models of a telephone call center with call blending
- Exact analysis for multiserver queueing systems with cross selling
- The transient blended queue
- Retrial queueing model with two-way communication, unreliable server and resume of interrupted call for cognitive radio networks
- Retrial queues with balanced call blending: analysis of single-server and multiserver model
- Optimal resource allocation for multiqueue systems with a shared server pool
- Dynamic routing in large-scale service systems with heterogeneous servers
- Two-class routing with admission control and strict priorities
- A stochastic analysis of a network with two levels of service
- Online scheduling policies for multiclass call centers with impatient customers
- Reservation, a tool to reduce the balking effect and the probability of delay
- Unintended consequences of optimizing a queue discipline for a service level defined by a percentile of the waiting time
- Front-office multitasking between service encounters and back-office tasks
- An optimal callback policy for general arrival processes: a pathwise analysis
- DYNAMIC ROUTING POLICIES FOR MULTISKILL CALL CENTERS
- Two-way communication orbit queues with server vacation
- Queueing models of call centers: An introduction
- Central limit theorem for an \(M/M/1/1\) retrial queue with unreliable server and two-way communication
- Optimal balanced control for call centers
- Embedded Markov chain approach to retrial queue with vacation, phase repair and multioptional services
- Dynamic policy for idling time preservation
- Unreliable single-server queue with two-way communication and retrials of blocked and interrupted calls for cognitive radio networks
- Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
- Markovian retrial queues with two way communication
- Heavy outgoing call asymptotics for \(MMPP/M/1/1\) retrial queue with two-way communication
- Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System
- Two-way communication retrial queues with multiple types of outgoing calls
- Scaling limits for single server retrial queues with two-way communication
- Call centers with a postponed callback offer
- Two‐class constrained optimization with applications to queueing control
- On the scheduling of operations in a chat contact center
- Profit maximization in flexible serial queueing networks
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