Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
478639 | European Journal of Operational Research | 2010 | 14 Pages |
Abstract
We propose both robust and data-driven approaches to a fluid model of call centers that incorporates random arrival rates with abandonment to determine staff levels and dynamic routing policies. We test the resulting models with real data obtained from the call center of a US bank. Computational results show that the robust fluid model is significantly more tractable as compared to the data-driven one and produces overall better solutions to call centers in most experiments.
Related Topics
Physical Sciences and Engineering
Computer Science
Computer Science (General)
Authors
Dimitris Bertsimas, Xuan Vinh Doan,