Routing heuristics for multi-skill call centers

被引：22

作者：

Koole, G ^{[1
]}

Pot, A ^{[1
]}

Talim, J ^{[1
]}

机构：

[1] Free Univ Amsterdam, Dept Math, NL-1081 HV Amsterdam, Netherlands

来源：

PROCEEDINGS OF THE 2003 WINTER SIMULATION CONFERENCE, VOLS 1 AND 2 | 2003年

关键词：

D O I：

10.1109/WSC.2003.1261637

中图分类号：

TP39 [计算机的应用];

学科分类号：

081203 ; 0835 ;

摘要：

We give an approximation method for analyzing the perC formance of call centers with skill-based routing, for both blocking and delay systems. We use this method to determine mine optimal skill sets for call center employees.

引用

页码：1813 / 1816

页数：4