Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times Online Supplement
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چکیده
1.2. Priorities with Delays (PD) If the objective function is FS(π), i.e., involves only the SL, then according to intuition we may want to impose a delay slightly smaller than the AWT for certain call types, to increase their chance of abandonment before the AWT in case they have to wait, which would in turn improve the quality of service to the remaining customers in terms of SL and average waiting times, and improve the objective function. In particular, if we consider the possibility of balking, where the patience time has a mass at zero (a customer hangs up immediately upon entering a waiting queue), and if the abandonments are not penalized, it is often optimal to impose very short delays for all calls. We do not consider balking in our numerical examples.
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Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times
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