A copy of this work was available on the public web and has been preserved in the Wayback Machine. The capture dates from 2011; you can also visit the original URL.
The file type is
Staffing and scheduling optimization in large multiskill call centers is time-consuming, mainly because it requires lengthy simulations to evaluate performance measures and their sensitivity. Simplified models that provide tractable formulas are unrealistic in general. In this paper we explore an intermediate solution, based on an approximate continuous-time Markov chain model of the call center. This model is more accurate than the commonly used approximations, and yet can be simulated fasterdoi:10.1109/wsc.2008.4736250 dblp:conf/wsc/BuistCL08 fatcat:axpqbazucjgnpchlzpga3so2wq