Forschungs- & Entwicklungsinformationsdienst der Gemeinschaft - CORDIS

Final Activity Report Summary - SAROTEA (Semidefinite and robust optimization and their economic applications)

The project conducted literature survey on some key issues in quantitative call centre management such as building realistic models, developing efficient tools to simulate these models, finding quick approximation formulas for the performance measures of interest, and developing algorithms and software to optimise the staffing and scheduling of agents. As a result, fluid models for multi-server queues (in the context of multi-skill centres) in which different types of calls are handled by different agent groups (with different skill sets) was chosen to be the primary focus.

A scientifically notable outcome of this research would be the ability to find optimal call routing strategies by fluid models while guaranteeing appropriate quality of service. Unfortunately, the project had to be terminated before producing any publishable results.

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