Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Performance analysis of an inbound call center with skills-based routing

13 references·5 citing·45 second hop

FromToDepth

this work references cited by second hop

References

1977Fundamentals of Queueing Theory.2,930 cited
2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
2000Queueing Networks and Markov Chains: Modeling and Performance Evaluation with Computer Science Applications1,147 cited
2002Designing a Call Center with Impatient Customers576 cited
2002Queueing Models of Call Centers: An Introduction323 cited
1999Improving Service by Informing Customers About Anticipated Delays221 cited
2000The Efficiency-Quality Trade-Off of Cross-Trained Workers141 cited
2004Modeling and analysis of flexible queueing systems117 cited
1999On the M(n)/M(n)/s queue with impatient calls113 cited
1998On queueing with customer impatience until the beginning of service99 cited
2003An Introduction to Skills-Based Routing and its Operational Complexities66 cited
2003Performance Analysis and Optimization of Inbound Call Centers41 cited
2000Call Centers in Financial Services: Strategies, Technologies, and Operations32 cited

Cited by

2021Estimation of the Performance Measures of a Group of Servers Taking into Account Blocking and Call Repetition before and after Server Occupation20 cited
2013

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

WAITING TIME ANALYSIS OF MULTI-CLASS QUEUES WITH IMPATIENT CUSTOMERS

12 cited

2010Analysis of Two‐Level Support Systems with Time‐Dependent Overflow—A Banking Application12 cited

2013Call-type dependence in multiskill call centers12 cited

2012Characteristics of service requests and service processes of fire and rescue service dispatch centers11 cited