Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times
Published Online:13 Aug 2014https://doi.org/10.1287/msom.2014.0493
Supplemental Material
msom.2014.0493-sm-onlinesuppl.pdf (281 KB)
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Volume 16, Issue 4
Fall 2014
Pages 481-603
Article Information
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- Received:January 02, 2012
- Accepted:April 25, 2014
- Published Online:August 13, 2014
Copyright © 2014, INFORMS
Cite as
Wyean Chan, Ger Koole, Pierre L'Ecuyer (2014) Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times. Manufacturing & Service Operations Management 16(4):544-560.
https://doi.org/10.1287/msom.2014.0493
Keywords
