EURO Working Group on Stochastic Modelling

FIRST MEETING: 19-21 APRIL 2006, AMSTERDAM

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Abstracts

Auke Pot, Staffing calculation in multi-skill call centers

A method is presented to compose a good mix of agents having different skills. The objective is to minimize employee costs, while meeting constraints on the service level. Service levels are measured by simulation, while optimization occurs by means of a faster evaluation method. The underlying model of this method is based on a simpler system, such that the performance can be measured by blocking probabilities.