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Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating socio-technical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments traditional operational models are of great value – and at the(More)
A stochastic model is introduced that accurately models the message delay in mobile ad hoc networks where nodes relay messages and the networks are sparsely populated. The model has only two input parameters: the number of nodes and the parameter of an exponential distribution which described the time until two random mobiles come with communication range(More)
In this paper we consider call admission control of multiple classes without waiting room. We use event-based dynamic programming for our model. We show that sometimes the customer classes can be ordered: if it is optimal to accept a class, then to accept a more profitable class is optimal too. We demonstrate submodularity of the minimum cost for the(More)
In this paper optimal outpatient appointment scheduling is studied. A local search procedure is derived that converges to the optimal schedule with a weighted average of expected waiting times of patients, idle time of the doctor and tardiness (lateness) as objective. No-shows are allowed to happen. For certain combinations of parameters the well-known(More)
—In this paper, we consider call admission control of multiple classes without waiting room. We use event-based dynamic programming for our model. We show that sometimes the customer classes can be ordered: if it is optimal to accept a class, then to accept a more profitable class is optimal too. We demonstrate submodularity of the minimum cost for the(More)
In this paper we discuss the dynamic server control in a two-class service system with abandon-ments. Two models are considered. In the first case, rewards are received upon service completion and there are no abandonment costs (other than the lost opportunity to gain rewards). In the second, holding costs per customer per unit time are accrued and each(More)
This paper introduces a new method for shift scheduling in multi-skill call centers. The method consists of two steps. First, staffing levels are determined and next, in the second step, the outcomes are used as input for the scheduling problem. The scheduling problem relies on a linear programming model that is easy to implement and has short computation(More)