On the scheduling of operations in a chat contact center

DOI10.1016/j.ejor.2018.09.040zbMath1430.90196OpenAlexW2893042644WikidataQ57982323 ScholiaQ57982323MaRDI QIDQ1755262

Benjamin Legros, Oualid Jouini

Publication date: 9 January 2019

Published in: European Journal of Operational Research (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1016/j.ejor.2018.09.040

zbMATH Keywords

Markov decision processqueueing systemscontact centersmultitaskingchat messages

Mathematics Subject Classification ID

Queues and service in operations research (90B22) Markov and semi-Markov decision processes (90C40)

Related Items (2)

Front-office multitasking between service encounters and back-office tasks ⋮ Decision making under uncertain and dependent system rates in service systems

Uses Software

• Reservation

Cites Work

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