Assessing inbound call center scheduling through boot straping and DGP based Monte Carlo simulation
Assessing inbound call center scheduling through boot straping and DGP based Monte Carlo simulation

Summary/Abstract: Producing well fitted timetables for inbound call centers is a difficult scheduling problem pertaining to the NP complexity class. That is why most of the algorithms used to this end are nondeterministic, based on artificial intelligence methods and dynamic heuristics. The purpose of this paper is to present a strategy for assessing the quality of the schedules produced by these algorithms through bootstrapping and DGP based Monte Carlo simulation.

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