Staffing and Shift-Scheduling of Call Centers under Call Arrival Rate Uncertainty
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منابع مشابه
Shift-scheduling of Call Centers with Uncertain Arrival Parameters
This paper considers a multi-periodic multi-shift call center staffing problem with two types of jobs: calls and emails. The arrival rate of calls is random and the workforce presents some flexibility: the agents can be affected to one job type in real-time. At each period of the day, a service quality constraint limits the waiting time for a call. The staffing problem is modeled as a newsboy-t...
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