Threshold Routing to Trade Off Waiting and Call Resolution in Call Centers [PDF]
Manufacturing & Service Operations Management, 2014 In a call center, agents may handle calls at different speeds, and also may be more or less successful at resolving customers' inquiries, even when only considering customers calling with similar requests. One common measure of successful call resolution is whether or not the call results in the customer calling back.
Dongyuan Zhan, Amy R. Ward
openaire +4 more sources
DYNAMIC ROUTING POLICIES FOR MULTISKILL CALL CENTERS [PDF]
Probability in the Engineering and Informational Sciences, 2008 We consider the problem of routing calls dynamically in a multiskill call center. Calls from different skill classes are offered to the call center according to a Poisson process. The agents in the center are grouped according to their heterogeneous skill sets that determine the classes of calls they can serve.
Bhulai, S., Bhulai, S.; id_orcid
openaire +3 more sources
Staffing multi-skill call centers via search methods and a performance approximation [PDF]
, 2009 A multi-skill staffing problem in a call center where the agent skill sets are exogenous and the call routing policy has well-specified features of overflow between different agent types is addressed. Constraints are imposed on the service level for each
Avramidis, Athanassios N. +2 more
core +1 more source
Dynamic routing of customers with general delay costs [PDF]
, 2009 We consider a network of parallel service stations each modelled as a single server queue. Each station serves its own dedicated customers as well as generic customers who are routed from a central controller.
Glazebrook, K D +7 more
core +1 more source
A Lightweight Neighbor-Info-Based Routing Protocol for No-Base-Station Taxi-Call System
The Scientific World Journal, 2014 Since the quick topology change and short connection duration, the VANET has had unstable routing and wireless signal quality. This paper proposes a kind of lightweight routing protocol-LNIB for call system without base station, which is applicable to ...
Xudong Zhu, Jinhang Wang, Yunchao Chen
doaj +1 more source
Index policies for the admission control and routing of impatient customers to heterogeneous service stations [PDF]
, 2009 We propose a general Markovian model for the optimal control of admissions and subsequent routing of customers for service provided by a collection of heterogeneous stations. Queue-length information is available to inform all decisions.
Ouenniche, J +5 more
core +1 more source
Nature-Inspired Optimal Route Network Design for Shared Autonomous Vehicles
Vehicles, 2022 Emerging forms of shared mobility call for new vehicle routing models that take into account vehicle sharing, ride sharing and autonomous vehicle fleets.
Theodoros Alpos +2 more
doaj +1 more source
OPBRP - obstacle prediction based routing protocol in VANETs
Ain Shams Engineering Journal, 2023 Vehicular Ad-hoc Networks (VANETs) are recently getting high attention from different researchers due to increasing traffic problems, especially in densely populated countries.
M. Khalid Diaa +2 more
doaj +1 more source
Optimization of the Milk-run route for inbound logistics of auto parts under low-carbon economy
Journal of Algorithms & Computational Technology, 2021 Greenhouse gas emissions have brought serious negative impacts on human beings and organisms, so energy saving and emission reduction have been recognized by more and more people.
Chunguang Quan +3 more
doaj +1 more source
Detection of malicious consumer interest packet with dynamic threshold values [PDF]
PeerJ Computer Science, 2021 As a promising next-generation network architecture, named data networking (NDN) supports name-based routing and in-network caching to retrieve content in an efficient, fast, and reliable manner.
Adnan Mahmood Qureshi +4 more
doaj +2 more sources