Search for dissertations about: "Skills-Based Routing"

Found 1 swedish dissertation containing the words Skills-Based Routing.

2. 1. Stochastic Modeling and Management of an Emergency Call Center : A Case Study at the Swedish Emergency CallCenter Provider, SOS Alarm Sverige AB

   Author : Klas Gustavsson; Leif Olsson; Panagiotis Papapetrou; Mittuniversitetet; []
   Keywords : NATURVETENSKAP; NATURAL SCIENCES; Call Center Management; Burst Modeling; Stochastic Resources; Skills-Based Routing; Discrete-Event-Simulation;

   Abstract : A key task of managing an inbound call center is in estimating its performance and consequently plan its capacity, which can be considered a complex task since several system variables are stochastic. These issues are highly crucial for certain time-sensitive services, such as emergency call services. READ MORE