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Staffing and routing in a two-tier call centre - MaRDI portal

Staffing and routing in a two-tier call centre

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Publication:2505310

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zbMath1100.90013MaRDI QIDQ2505310

Robert A. Shumsky, Edieal J. Pinker, Sameer Hsija

Publication date: 4 October 2006

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

zbMATH Keywords

queueing systems call routing capacity planning waiting costs gatekeeper systems referral rates staffing levels two-tier call centres

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

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