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"Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times."

Wyean Chan, Ger Koole, Pierre L'Ecuyer (2014)

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DOI: 10.1287/MSOM.2014.0493

access: closed

type: Journal Article

metadata version: 2021-10-14

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Wyean Chan, Ger Koole, Pierre L'Ecuyer:
Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times. Manuf. Serv. Oper. Manag. 16(4): 544-560 (2014)

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