Service center staffing with cross‐trained agents and heterogeneous customers

Name: Service center staffing with cross‐trained agents and heterogeneous customers
Author: Göktürk, Elvin Çoban, Heching, A., Scheller-Wolf, A.

İsim	Service center staffing with cross‐trained agents and heterogeneous customers
Yazar	Göktürk, Elvin Çoban, Heching, A., Scheller-Wolf, A.
Basım Tarihi:	2019-04
Basım Yeri	- Wiley
Konu	Threshold-based request-assignment policy, Cross-trained agents, Heterogeneous requests, Busy period approximations
Tür	Süreli Yayın
Dil	İngilizce
Dijital	Evet
Yazma	Hayır
Kütüphane:	Özyeğin Üniversitesi
Demirbaş Numarası	1059-1478
Kayıt Numarası	b1fb789c-f28d-4ce9-bd89-0dc91e874c34
Lokasyon	Industrial Engineering
Tarih	2019-04
Örnek Metin	We model a real-world service center with cross-trained agents serving customer requests that are heterogeneous with respect to complexity and priority levels: High priority requests preempt low priority requests and low-skilled agents can only serve less complex requests, while high skilled agents can serve all requests. Our main aim is to dynamically assign requests to agents considering the priority and complexity levels of requests. We model this system as a Markov chain that is infinite in multiple dimensions and thus is not amenable to exact analysis. We therefore apply approximation and bounding techniques to develop a tractable, novel algorithm using the Matrix Analytic Method. Our algorithm closely approximates the operations of the real-world service system under a simple but effective threshold-based request-assignment policy. Extensive computational results demonstrate the usefulness of our algorithm to minimize costs given an existing staffing configuration, as well as in helping to make long-term staffing decisions. In addition, our algorithm also has at least two orders of magnitude shorter computation times than each replication of simulation. Hence, it is both fast and accurate.
DOI	10.1111/poms.12951
Cilt	28

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Service center staffing with cross‐trained agents and heterogeneous customers

Yazar Göktürk, Elvin Çoban, Heching, A., Scheller-Wolf, A.

Basım Tarihi 2019-04

Basım Yeri - Wiley

Konu Threshold-based request-assignment policy, Cross-trained agents, Heterogeneous requests, Busy period approximations

Tür Süreli Yayın

Dil İngilizce

Dijital Evet

Yazma Hayır

Kütüphane Özyeğin Üniversitesi

Demirbaş Numarası 1059-1478

Kayıt Numarası b1fb789c-f28d-4ce9-bd89-0dc91e874c34

Lokasyon Industrial Engineering

Tarih 2019-04

Örnek Metin We model a real-world service center with cross-trained agents serving customer requests that are heterogeneous with respect to complexity and priority levels: High priority requests preempt low priority requests and low-skilled agents can only serve less complex requests, while high skilled agents can serve all requests. Our main aim is to dynamically assign requests to agents considering the priority and complexity levels of requests. We model this system as a Markov chain that is infinite in multiple dimensions and thus is not amenable to exact analysis. We therefore apply approximation and bounding techniques to develop a tractable, novel algorithm using the Matrix Analytic Method. Our algorithm closely approximates the operations of the real-world service system under a simple but effective threshold-based request-assignment policy. Extensive computational results demonstrate the usefulness of our algorithm to minimize costs given an existing staffing configuration, as well as in helping to make long-term staffing decisions. In addition, our algorithm also has at least two orders of magnitude shorter computation times than each replication of simulation. Hence, it is both fast and accurate.

DOI 10.1111/poms.12951

Cilt 28