Performance analysis of an inbound call center with skills-based routing: A priority queueing system with two classes of impatient customers and heterogeneous agents

OR Spectrum

Volumn 26, Issue 3, 2004, Pages 331-352

  Stolletz, Raik ^a   Helber, Stefan ^a  

^a LEIBNIZ UNIVERSITY HANNOVER   (Germany)

Author keywords

Call center; Flexible and specialized server; Impatient customers; Nonpreemptive priority queueing; Performance evaluation

Indexed keywords

EID: 17444366102     PISSN: 01716468     EISSN: 14366304     Source Type: Journal    
DOI: 10.1007/s00291-004-0161-y     Document Type: Article

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