A Java library for simulating contact centers

Proceedings - Winter Simulation Conference

Volumn 2005, Issue , 2005, Pages 556-565

  Buist, Eric ^a   L'Ecuyer, Pierre ^a  

^a UNIVERSITÉ DE MONTRÉAL   (Canada)

Author keywords

[No Author keywords available]

Indexed keywords

COMPUTER SIMULATION; JAVA PROGRAMMING LANGUAGE; OPTIMIZATION; PUBLIC POLICY; SIMULATORS; STATISTICAL METHODS;

ARBITRARY ROUTING; CONTACT CENTER SIMULATION; SIMULATION LOGIC;

DIGITAL LIBRARIES;

EID: 33846684973     PISSN: 08917736     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/WSC.2005.1574295     Document Type: Conference Paper

References (18)

1. Atlason, J., M. A. Epelman, and S. G. Henderson. 2003. Using simulation to approximate subgradients of convex performance measures in service systems. In Proceedings of the 2003 Winter Simulation Conference, ed. S. Chick, P. J. Sánchez, D. Ferrin, and D. J. Morrice, 1824-1832: IEEE Press.
2. Atlason, J., M. A. Epelman, and S. G. Henderson. 2004. Call center staffing with simulation and cutting plane methods. Annals of Operations Research 127:333-358.
3. Avramidis, A. N., A. Deslauriers, and P. L'Ecuyer. 2004. Modeling daily arrivals to a telephone call center. Management Science 50 (7): 896-908.
4. Bapat, V. 2003. The arena product family: Enterprise modeling solutions. In Proceedings of the 2003 Winter Simulation Conference, ed. S. Chick, P. J. Sánchez, D. Ferrin, and D. J. Morrice, 210-217: IEEE Press.
5. Buist, E. 2005. Conception et implantation d'une librairie pour la simulation de centres de contacts. Master's thesis, Département d'Informatique et de Recherche Opérationnelle, Université de Montréal. Forthcoming.
6. Buist, E., and P. L'Ecuyer. 2005. ContactCenters: A Java library for simulating contact centers. Software user's guide, forthcoming.
7. Cez̧ik, M. T., and P. L'Ecuyer. 2004. Staffing multiskill call centers via linear programming and simulation, submitted.
8. Cormen, T. H., C. E. Leiserson, R. L. Rivest, and C. Stein. 2001, September. Introduction to algorithms, second ed. MIT Press.
9. Gamma, E., R. Helm, R. Johnson, and J. Vlissides. 1998. Design patterns: Elements of reusable object-oriented software, second ed. Reading, Mass.: Addison-Wesley.
10. Gans, N., G. Koole, and A. Mandelbaum. 2003. Telephone call centers: Tutorial, review, and research prospects. Manufacturing and Service Operations Management 5:79-141.
11. Koole, G., A. Pot, and J. Talim. 2003. Routing heuristics for multi-skill call centers. In Proceedings of the 2003 Winter Simulation Conference, 1813-1816: IEEE Press.
12. L'Ecuyer, P. 2004. SSJ: A Java library for stochastic simulation. Software user's guide, Available online at 〈www.iro.umontreal.ca/ ~lecuyer〉.
13. L'Ecuyer, P., and E. Buist. 2005. Simulation in Java with SSJ. In Proceedings of the 2005 Winter Simulation Conference, submitted.
14. L'Ecuyer, P., L. Meliani, and J. Vaucher. 2002. SSJ: A framework for stochastic simulation in Java. In Proceedings of the 2002 Winter Simulation Conference, ed. E. Yücesan, C.-H. Chen, J. L. Snowdon, and J. M. Charnes, 234-242: IEEE Press.
15. Mehrotra, V., and J. Fama. 2003. Call center simulation modeling: Methods, challenges, and opportunities. In Proceedings of the 2003 Winter Simulation Conference, 135-143: IEEE Press.
16. NovaSim 2003. ccProphet - simulate your call center's performance. Available online via 〈www.novasim.com/CCProphet/〉.
17. Rockwell Automation, Inc. 2005. Arena simulation. Available online via 〈www.arenasimulation.com〉.
18. Whitt, W., and R. B. Wallace. 2004. A staffing algorithm for call centers with skill-based routing, working paper. Available online at 〈www.columbia.edu/~ww2040/poolingMSOMrevR.pdf〉.