Planning and Routing Algorithms for Multi-Skill Contact Centers

Koole, G.M. [Promotor

Workload minimization in re-entrant lines

This paper is concerned with workload minimization in re-entrant lines with exponential service times and pre-emptive control policies. Using a numerical algorithm called the power series algorithm we obtain nearly optimal policies for systems with up to 8 queues. We also improve considerably the implementation of the power series algorithm. © 2005 Elsevier B.V. All rights reserved