Performance analysis of an inbound call center with skills-based routing

DOI10.1007/s00291-004-0161-yzbMath1109.90026OpenAlexW1976958873WikidataQ54138340 ScholiaQ54138340MaRDI QIDQ1881624

Raik Stolletz, Stefan Helber

Publication date: 5 October 2004

Published in: OR Spectrum (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1007/s00291-004-0161-y

zbMATH Keywords

Performance evaluationImpatient customersCall centerFlexible and specialized serverNonpreemptive priority queueing

Mathematics Subject Classification ID

Queueing theory (aspects of probability theory) (60K25) Queues and service in operations research (90B22) Applications of queueing theory (congestion, allocation, storage, traffic, etc.) (60K30)

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