An exact and efficient algorithm for the constrained dynamic operator staffing problem for call centers

Management Science

Volumn 54, Issue 2, 2008, Pages 339-353

  Bhandari, Atul ^a   Scheller Wolf, Alan ^b   Harchol Balter, Mor ^c  

^a University of Pittsburgh   (United States)

^b CARNEGIE MELLON UNIVERSITY   (United States)

^c Carnegie Mellon University   (United States)

Author keywords

Applications; Call centers; Constrained Markov decision process; Optimization; Probability; Queues; Service level goals

Indexed keywords

CALL CENTERS; CONSTRAINED MARKOV DECISION PROCESS; SERVICE-LEVEL GOALS;

CONSTRAINED OPTIMIZATION; DECISION THEORY; MARKOV PROCESSES; PROBABILITY;

ALGORITHMS;

EID: 41549167636     PISSN: 00251909     EISSN: 15265501     Source Type: Journal    
DOI: 10.1287/mnsc.1070.0819     Document Type: Article

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