Performance analysis of an inbound call center with skills-based routing: A priority queueing system with two classes of impatient customers and heterogeneous agents

Author： Stolletz Raik   Helber Stefan  

Publisher： Springer Publishing Company

ISSN： 0171-6468

Source： OR Spectrum, Vol.26, Iss.3, 2004-07, pp. : 331-352

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