A multi-class fluid model for a contact center with skill-based routing

AEU - International Journal of Electronics and Communications

Volumn 60, Issue 2, 2006, Pages 95-102

  Whitt, Ward ^a  

^a Department of Industrial Engineering and Operations Research Columbia University ^*  (United States)

Author keywords

Call centers; Contact centers; Deterministic fluid models; Multi server queues with abandonment; Skill based routing

Indexed keywords

APPROXIMATION THEORY; MATHEMATICAL MODELS; OPTIMIZATION; STOCHASTIC CONTROL SYSTEMS; SYSTEMS ANALYSIS;

CALL CENTERS; CONTACT CENTERS; DETERMINISTIC FLUID MODELS; MULTI-SERVER QUEUES WITH ABANDONMENT; SKILL-BASED ROUTING;

FLUID MECHANICS;

EID: 30944441649     PISSN: 14348411     EISSN: 16180399     Source Type: Journal    
DOI: 10.1016/j.aeue.2005.11.005     Document Type: Article

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