This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to...

We develop a methodology for studying ''large deviations type'' questions. Our approach does not require that the large deviations principle holds, and is thus applicable to a larg class of systems. We study a system of queues with exponential servers, which share an arrival stream. Arrivals are...

In this paper, we developed and analyzed a dynamic model of the vehicle routing problem. In the stated model, a vehicle with adequate volume travels at a constant velocity in a bounded plane to provide services to independent and uniformly distributed demands. The dynamic demands arrive...