Article ID: | iaor20104016 |
Volume: | 58 |
Issue: | 2 |
Start Page Number: | 316 |
End Page Number: | 328 |
Publication Date: | Mar 2010 |
Journal: | Operations Research |
Authors: | Whitt Ward, Gurvich Itai |
Keywords: | call centres |
Motivated by telephone call centers, we study large-scale service systems with multiple customer classes and multiple agent pools, each with many agents. To minimize staffing costs subject to service-level constraints, where we delicately balance the service levels (SLs) of the different classes, we propose a family of routing rules called