Wyean Chan
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Learning-based prediction of conditional wait time distributions in multiskill call centers
Based on data from real call centers, we develop, test, and compare forecasting methods to predict the waiting time of a call upon its arrival to the center,...
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We study a solution approach for a staffing problem in multi-skill call centers. The objective is to find a minimal-cost staffing solution while meeting a ta...
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We consider a stochastic staffing problem with uncertain arrival rates. The objective is to minimize the total cost of agents under some chance constraints, ...
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We are interested in predicting the wait time of customers upon their arrival in some service system such as a call center or emergency service. We propose t...
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We develop customer delay predictors for multi-skill call centers that take as inputs the queueing state upon arrival and the waiting time of the last custom...
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We study call routing policies for call centers with multiple call types and multiple agent groups. We introduce new weight-based routing policies where each...
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We study call routing policies commonly used in call centers with multiple call types and multiple agent groups. We propose a new weight-based routing polic...
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Staffing and scheduling optimization in large multiskill call centers is time-consuming, mainly because it requires lengthy simulations to evaluate performan...
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