Affiliation:
1. Metropolitan College, Boston University, Boston, Massachusetts 02215
Abstract
The development of a decision support tool to assist with call center agent scheduling at Henkel is described. Call center demand varies by hour, and agents have dissimilar service time distributions. Target agent utilizations are calculated using a metamodel of a simulation that finds the elbow of the utilization to waiting time curve.
Publisher
Institute for Operations Research and the Management Sciences (INFORMS)