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Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
Helber, Stefan; Henken, Kirsten - 2007
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...
Persistent link: https://www.econbiz.de/10010264932
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Queues and inventories : a study of their basic stochastic processes
Prabhu, Narahari Umaneth - 1965
Persistent link: https://www.econbiz.de/10000622624
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General stochastic processes in the theory of queues
Beneš, Vaclav E. - 1963
Persistent link: https://www.econbiz.de/10000035940
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Manufacturing and service enterprise with risks : a stochastic management approach
Matsui, Masayuki - 2009
Persistent link: https://www.econbiz.de/10003726724
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Analysis of GIx/M(n)//N systems with stochastic customer acceptance policy
Ferreira, Fátima; Pacheco, António - In: Queueing systems : theory and applications ; affiliated … 58 (2008) 1, pp. 29-55
Persistent link: https://www.econbiz.de/10003757286
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Analytical approximations for kitting systems with multiple inputs
Ramakrishnan, Ram T. S.; Krishnamurthy, Ananth - In: Asia Pacific journal of operational research : APJOR 25 (2008) 2, pp. 187-216
Persistent link: https://www.econbiz.de/10003739067
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Asymptotic behavior of the stationary distribution in a finite QBD process with zero mean drift
Kim, Bara; Kim, Jeongsim; Lee, Jisu - In: Operations research letters 36 (2008) 1, pp. 127-132
Persistent link: https://www.econbiz.de/10003768591
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A new renewal approximation for certain autocorrelated processes
Araghi, Mojtaba; Balcıog̃lu, Barış - In: Operations research letters 36 (2008) 1, pp. 133-139
Persistent link: https://www.econbiz.de/10003768599
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Optimal stochastic scheduling of two interconnected queues with varying service rates
Pandelis, Dimitrios G. - In: Operations research letters 36 (2008) 4, pp. 492-495
Persistent link: https://www.econbiz.de/10003786731
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Distribution function of the shortest path in networks of queues
Azaron, Amir; Modarres, Mohammad - In: OR spectrum : quantitative approaches in management 27 (2005) 1, pp. 123-144
Persistent link: https://www.econbiz.de/10002505380