An Overview of Routing and Stang Algorithms in Multi-Skill Customer Contact Centers (original) (raw)

2000

Abstract

This paper gives an overview of routing and stang algorithms in multi-skill contact centers. Related issues and problems are characterized, and models and mathematical tools from the literature for modeling and optimizing contact centers are described. In addition, a general model of a multi-skill contact center is described and the papers from the literature are put in that framework.

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