Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method
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Overview: This research paper is concerned with two central problems in the management of a telephone call center. The first is a static design problem that determines stating levels according to which agents will later be assigned to work schedules. The second is a dynamic control problem whose solution determines the real-time assignment of incoming calls to agents. While these two goals are clearly interrelated, their complexity has led most researchers to treat them separately, in a hierarchical manner. The method this paper proposes is simultaneously addresses both problems.