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Routing heuristics for multi-skill call centers

39 citations0/0 files storedInternational Conference on Machine Learning and Cybernetics

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Advanced Queuing Theory Analysis Wireless Communication Networks Research Healthcare Operations and Scheduling Optimization

Abstract

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

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References

2003Telephone Call Centers: Tutorial, Review, and Research Prospects 1993An introduction to queueing theory 1982Introduction to Queueing Theory 1983Introduction to Queueing Theory (2nd ed.).

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2005Staffing decisions for heterogeneous workers with turnover 2006Modeling and Optimization Problems in Contact Centers 2019The Heuristics of Entrepreneurs

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