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

Thomas Bang Nielsen

    Research output: Contribution to conferenceConference abstract for conferenceResearch

    Abstract

    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

    Conference

    ConferenceINFORMS Annual Meeting
    CountryUnited States
    CityWashington D.C.
    Period12/10/200815/10/2008

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