2005 | OriginalPaper | Buchkapitel
Dimensioning an Inbound Call Center Using Constraint Programming
verfasst von : Cyril Canon, Jean-Charles Billaut, Jean-Louis Bouquard
Erschienen in: Principles and Practice of Constraint Programming - CP 2005
Verlag: Springer Berlin Heidelberg
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One of the critical problems in the call center industries is the staffing problem, since they must face variable demands and because staff costs represent a major part of the costs of these industries. From a modeling point of view, a call center is generally modeled as a
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system, also called the Erlang-C model. In [Koole and Mandelbaum, 2001], the authors present a survey of the state-of-the-art about possible models of a call center.