Structural results for the control of queueing systems using event-based dynamic programming
Queueing Systems: Theory and Applications
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Monotonicity in Markov Reward and Decision Chains: Theory and Applications
Foundations and Trends® in Stochastic Systems
Manufacturing & Service Operations Management
Service-Level Variability of Inbound Call Centers
Manufacturing & Service Operations Management
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We consider an inbound call center with a fixed reward per call and communication and agent costs. By controlling the number of lines and the number of agents, we can maximize the profit. Abandonments are included in our performance model. Monotonicity results for the maximization problem are obtained, which lead to an efficient optimization procedure. We give a counterexample to the concavity in the number of agents, which is equivalent to saying that the law of diminishing returns does not hold. Numerical results are given.