Journal article
Optimization of Overflow Policies in Call Centers
We examine how overflow policies in a multi-skill call center should be designed to accommodate performance measures that depend on waiting time percentiles such as service level. This is done using a discrete Markovian approximation of the waiting time of the first customers waiting in line. A Markov decision chain is used to determine the optimal policy.
This policy outperforms considerably the ones used most often in practice, which use a fixed threshold. The present method can be used also for other call-center models and other situations where performance is based on actual waiting times and customers are treated in a FCFS order.
Language: | English |
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Publisher: | Cambridge University Press |
Year: | 2015 |
Pages: | 461-471 |
ISSN: | 14698951 and 02699648 |
Types: | Journal article |
DOI: | 10.1017/S0269964815000091 |
ORCIDs: | Nielsen, B.F. |