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.
|Publication status||Published - 2008|
|Event||INFORMS Annual Meeting - Washington D.C., United States|
Duration: 12 Oct 2008 → 15 Oct 2008
|Conference||INFORMS Annual Meeting|
|Period||12/10/2008 → 15/10/2008|