A Phase-Type Approach to Modelling Multi-Skill Call Centers

Thomas Bang Nielsen

    Research output: Contribution to conferenceConference abstract for conferenceResearch


    Routing schemes based on the waiting time of the customers in queue are common in call centers. These often take the form of thresholds at which overflow to other groups of agents is allowed. Using phase-type distributions an approximation for the waiting-time distribution in such systems is obtained.
    Original languageEnglish
    Publication date2008
    Publication statusPublished - 2008
    EventINFORMS Annual Meeting - Washington D.C., United States
    Duration: 12 Oct 200815 Oct 2008


    ConferenceINFORMS Annual Meeting
    Country/TerritoryUnited States
    CityWashington D.C.


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