Deciding which queue to join: Some counterexamples
Operations Research
Comparison of policies for routing customers to parallel queueing systems
Operations Research
An Approximate Analysis of the Join the Shortest Queue (JSQ) Policy
IEEE Transactions on Parallel and Distributed Systems
On hybrid combination of queueing and simulation
Proceedings of the 32nd conference on Winter simulation
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Engineering Solution of a Basic Call-Center Model
Management Science
Validation and verification of simulation models
WSC '04 Proceedings of the 36th conference on Winter simulation
Modeling and simulation of call centers
WSC '05 Proceedings of the 37th conference on Winter simulation
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Traditionally call centres were based on circuit-switched systems. But with the advancement of communication technologies, call centres have shifted to packet-switched systems. This packet-switched system aids the creation of virtual Call Centre Environments. The current dynamic routing algorithms used for circuit-switched systems do not fully support packet-switched virtual call centre environments. We addressed this issue in this paper by developing a new call routing algorithm capable of supporting this type of virtual environments. This was done by performing a comparison study on our hybrid routing algorithm, Enhanced Bandwidth-Delay Based Routing Algorithm. Our hybrid routing algorithm was compared with a commonly used call routing algorithm known as Minimum Expected Delay. We used both analytical and simulation methods to achieve our goal of comparison study. Call centre data collected from a real-call centre was utilised to aid our model development, validation and scenario generation. The results from this study concluded that under high traffic arrival rates, systems running EBDRA outperforms MED by possessing a lower probability of delay.