Approximate dynamic programming in multi-skill call centers

Proceedings - Winter Simulation Conference

Volumn 2005, Issue , 2005, Pages 576-583

  Koole, Ger ^a   Pot, Auke ^a  

^a VU UNIVERSITY AMSTERDAM   (Netherlands)

Author keywords

[No Author keywords available]

Indexed keywords

APPROXIMATION THEORY; COMPUTER SIMULATION; DYNAMIC PROGRAMMING; PROBLEM SOLVING; ROUTERS;

APPROXIMATE DYNAMIC PROGRAMMING (ADP); CALL CENTERS; POLICY ITERATION (PI) METHOD; REAL VALUE FUNCTION;

PROFESSIONAL ASPECTS;

EID: 33846694937     PISSN: 08917736     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/WSC.2005.1574297     Document Type: Conference Paper

References (14)

1. Bellman, R. 1961. Adaptive control processes: A guided tour. Princeton University Press.
2. Bertsekas, D., and J. Tsitsiklis. 1996. Neuro-dynamic programming. Athena Scientific.
3. Blanc, J. 1987. On a numerical method for calculating state probabilities for queueing systems with more than one waiting line. Journal of Computational and Applied Mathematics 20:119-125.
4. Chevalier, P., R. Shumsky, and N. Tabordon. 2004. Routing and staffing in large call centers with specialized and fully flexible servers. Submitted to Manufacturing and Service Operations Management.
5. de Farias, D., and B. Van Roy. 2003. Approximate linear programming for average-cost dynamic programming. In Advances in Neural Information Processing Systems 15: MIT Press.
6. de Farias, D., and B. Van Roy. 2004. On constraint sampling in the linear programming approach to approximate dynamic programming. Mathematics of Operations Research 29(3):462-478.
7. Farias, V., and B. Van Roy. 1994. Tetris: A study of randomized constraint sampling, to appear in Probabilistic and Randomized Methods for Design Under Uncertainty.
8. Hooghiemstra, G., M. Keane, and S. van de Ree. 1988. Power series for stationary distributions of coupled processor models. SIAM Journal on Applied Mathematics 48:1159-1166.
9. Lippman, S. 1975. Applying a new device in the optimization of exponential queueing systems. Operations Research 23:687-710.
10. Örmeci, E. 2003. Dynamic admission control in a call center with one shared and two dedicated service facilities, unpublished.
11. Poupart, P., C. Patrascu, and D. Schuurmans. 2002. Piecewise linear value function approximation for factored MDPs. In Proceedings of the Eighteenth National Conference on AI, 292-299.
12. Puterman, M. 1994. Markov decision processes. Wiley.
13. Tijms, H. 1986. Stochastic models. an algorithmic approach. Wiley.
14. Tsitsiklis, J., and B. Van Roy. 1997. An analysis of temporal-difference learning with function approximation. IEEE Transactions on Automatic Control 42(5):674-690.