{"id":"https://openalex.org/W1555848820","doi":"https://doi.org/10.1109/wsc.2003.1261637","title":"Routing heuristics for multi-skill call centers","display_name":"Routing heuristics for multi-skill call centers","publication_year":2004,"publication_date":"2004-08-23","ids":{"openalex":"https://openalex.org/W1555848820","doi":"https://doi.org/10.1109/wsc.2003.1261637","mag":"1555848820"},"language":"en","primary_location":{"id":"doi:10.1109/wsc.2003.1261637","is_oa":false,"landing_page_url":"https://doi.org/10.1109/wsc.2003.1261637","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2003 International Conference on Machine Learning and Cybernetics (IEEE Cat. No.03EX693)","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5026879445","display_name":"Ger Koole","orcid":"https://orcid.org/0000-0003-1776-8369"},"institutions":[{"id":"https://openalex.org/I865915315","display_name":"Vrije Universiteit Amsterdam","ror":"https://ror.org/008xxew50","country_code":"NL","type":"education","lineage":["https://openalex.org/I865915315"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"G. Koole","raw_affiliation_strings":["Department of Mathematics, Vrije Universiteit, Amsterdam, Netherlands"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Mathematics, Vrije Universiteit, Amsterdam, Netherlands","institution_ids":["https://openalex.org/I865915315"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5049904286","display_name":"Auke Pot","orcid":null},"institutions":[{"id":"https://openalex.org/I865915315","display_name":"Vrije Universiteit Amsterdam","ror":"https://ror.org/008xxew50","country_code":"NL","type":"education","lineage":["https://openalex.org/I865915315"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"A. Pot","raw_affiliation_strings":["Department of Mathematics, Vrije Universiteit, Amsterdam, Netherlands"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Mathematics, Vrije Universiteit, Amsterdam, Netherlands","institution_ids":["https://openalex.org/I865915315"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5026873316","display_name":"J. Talim","orcid":null},"institutions":[{"id":"https://openalex.org/I67031392","display_name":"Carleton University","ror":"https://ror.org/02qtvee93","country_code":"CA","type":"education","lineage":["https://openalex.org/I67031392"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"J. Talim","raw_affiliation_strings":["Department of Systems and Computer Engineering, Carleton University, Ottawa, ONT, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Systems and Computer Engineering, Carleton University, Ottawa, ONT, Canada","institution_ids":["https://openalex.org/I67031392"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":39,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"1813","last_page":"1816"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11409","display_name":"Advanced Wireless Network Optimization","score":0.9983999729156494,"subfield":{"id":"https://openalex.org/subfields/2208","display_name":"Electrical and Electronic Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10575","display_name":"Wireless Communication Networks Research","score":0.9883999824523926,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/heuristics","display_name":"Heuristics","score":0.8685146570205688},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7304609417915344},{"id":"https://openalex.org/keywords/routing","display_name":"Routing (electronic design automation)","score":0.7223822474479675},{"id":"https://openalex.org/keywords/call-blocking","display_name":"Call blocking","score":0.6437095403671265},{"id":"https://openalex.org/keywords/blocking","display_name":"Blocking (statistics)","score":0.6297953128814697},{"id":"https://openalex.org/keywords/center","display_name":"Center (category theory)","score":0.46853724122047424},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.4522942304611206},{"id":"https://openalex.org/keywords/call-management","display_name":"Call management","score":0.43776270747184753},{"id":"https://openalex.org/keywords/distributed-computing","display_name":"Distributed computing","score":0.3346174955368042},{"id":"https://openalex.org/keywords/call-control","display_name":"Call control","score":0.3158015012741089},{"id":"https://openalex.org/keywords/quality-of-service","display_name":"Quality of service","score":0.05957099795341492}],"concepts":[{"id":"https://openalex.org/C127705205","wikidata":"https://www.wikidata.org/wiki/Q5748245","display_name":"Heuristics","level":2,"score":0.8685146570205688},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7304609417915344},{"id":"https://openalex.org/C74172769","wikidata":"https://www.wikidata.org/wiki/Q1446839","display_name":"Routing (electronic design automation)","level":2,"score":0.7223822474479675},{"id":"https://openalex.org/C2775972105","wikidata":"https://www.wikidata.org/wiki/Q5021606","display_name":"Call blocking","level":3,"score":0.6437095403671265},{"id":"https://openalex.org/C144745244","wikidata":"https://www.wikidata.org/wiki/Q4927286","display_name":"Blocking (statistics)","level":2,"score":0.6297953128814697},{"id":"https://openalex.org/C2779463800","wikidata":"https://www.wikidata.org/wiki/Q5062222","display_name":"Center (category theory)","level":2,"score":0.46853724122047424},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.4522942304611206},{"id":"https://openalex.org/C28819325","wikidata":"https://www.wikidata.org/wiki/Q5021628","display_name":"Call management","level":3,"score":0.43776270747184753},{"id":"https://openalex.org/C120314980","wikidata":"https://www.wikidata.org/wiki/Q180634","display_name":"Distributed computing","level":1,"score":0.3346174955368042},{"id":"https://openalex.org/C131969451","wikidata":"https://www.wikidata.org/wiki/Q5021614","display_name":"Call control","level":2,"score":0.3158015012741089},{"id":"https://openalex.org/C5119721","wikidata":"https://www.wikidata.org/wiki/Q220501","display_name":"Quality of service","level":2,"score":0.05957099795341492},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C8010536","wikidata":"https://www.wikidata.org/wiki/Q160398","display_name":"Crystallography","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1109/wsc.2003.1261637","is_oa":false,"landing_page_url":"https://doi.org/10.1109/wsc.2003.1261637","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2003 International Conference on Machine Learning and Cybernetics (IEEE Cat. No.03EX693)","raw_type":"proceedings-article"},{"id":"pmh:oai:research.vu.nl:publications/5fae27dd-6cf1-4213-a390-8c96e72968f2","is_oa":false,"landing_page_url":"https://hdl.handle.net/1871.1/5fae27dd-6cf1-4213-a390-8c96e72968f2","pdf_url":null,"source":{"id":"https://openalex.org/S4306401107","display_name":"VU Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I865915315","host_organization_name":"Vrije Universiteit Amsterdam","host_organization_lineage":["https://openalex.org/I865915315"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Koole, G M, Pot, S A & Talim, J 2003, Routing heuristics for multi-skill call centers. in Proceedings of the Winter Simulation Conference. pp. 1813-1816.","raw_type":"contributionToPeriodical"},{"id":"pmh:vu:oai:research.vu.nl:publications/5fae27dd-6cf1-4213-a390-8c96e72968f2","is_oa":false,"landing_page_url":"https://research.vu.nl/en/publications/5fae27dd-6cf1-4213-a390-8c96e72968f2","pdf_url":null,"source":{"id":"https://openalex.org/S4306401843","display_name":"Data Archiving and Networked Services (DANS)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1322597698","host_organization_name":"Royal Netherlands Academy of Arts and Sciences","host_organization_lineage":["https://openalex.org/I1322597698"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Proceedings of the Winter Simulation Conference, 1813 - 1816","raw_type":"info:eu-repo/semantics/conferencepaper"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":8,"referenced_works":["https://openalex.org/W1964633671","https://openalex.org/W2119338125","https://openalex.org/W2187509272","https://openalex.org/W2322682660","https://openalex.org/W3192412886","https://openalex.org/W4301165430","https://openalex.org/W6686556661","https://openalex.org/W7029413281"],"related_works":["https://openalex.org/W1842396145","https://openalex.org/W2126435977","https://openalex.org/W2108990487","https://openalex.org/W2157312185","https://openalex.org/W1559319794","https://openalex.org/W1850838795","https://openalex.org/W1591360773","https://openalex.org/W774506045","https://openalex.org/W2086563672","https://openalex.org/W312135141"],"abstract_inverted_index":{"We":[0,21],"give":[1],"an":[2],"approximation":[3],"method":[4,24],"for":[5,15,30],"analyzing":[6],"the":[7],"performance":[8],"of":[9],"call":[10,31],"centers":[11],"with":[12],"skill-based":[13],"routing,":[14],"both":[16],"blocking":[17],"and":[18],"delay":[19],"systems.":[20],"use":[22],"this":[23],"to":[25],"determine":[26],"optimal":[27],"skill":[28],"sets":[29],"center":[32],"employees.":[33]},"counts_by_year":[{"year":2024,"cited_by_count":2},{"year":2022,"cited_by_count":1},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":2}],"updated_date":"2026-07-14T23:27:15.235271","created_date":"2025-10-10T00:00:00"}
