{"id":"https://openalex.org/W4239364270","doi":"https://doi.org/10.1109/wsc.2005.1574247","title":"Modeling and Simulation of Call Centers","display_name":"Modeling and Simulation of Call Centers","publication_year":2006,"publication_date":"2006-01-25","ids":{"openalex":"https://openalex.org/W4239364270","doi":"https://doi.org/10.1109/wsc.2005.1574247"},"language":"en","primary_location":{"id":"doi:10.1109/wsc.2005.1574247","is_oa":false,"landing_page_url":"https://doi.org/10.1109/wsc.2005.1574247","pdf_url":null,"source":{"id":"https://openalex.org/S4363608800","display_name":"Proceedings of the Winter Simulation Conference, 2005.","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the Winter Simulation Conference, 2005.","raw_type":"proceedings-article"},"type":"article","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/A5001306724","display_name":"Athanassios N. Avramidis","orcid":"https://orcid.org/0000-0001-9310-8894"},"institutions":[{"id":"https://openalex.org/I70931966","display_name":"Universit\u00e9 de Montr\u00e9al","ror":"https://ror.org/0161xgx34","country_code":"CA","type":"education","lineage":["https://openalex.org/I70931966"]}],"countries":["CA"],"is_corresponding":true,"raw_author_name":"A.N. Avramidis","raw_affiliation_strings":["D\u00e9partement d'Informatique et de Recherche Op\u00e9rationnelle, Universit\u00e9 de Montreal, Montreal, Canada"],"affiliations":[{"raw_affiliation_string":"D\u00e9partement d'Informatique et de Recherche Op\u00e9rationnelle, Universit\u00e9 de Montreal, Montreal, Canada","institution_ids":["https://openalex.org/I70931966"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5091510633","display_name":"Pierre L\u2019Ecuyer","orcid":"https://orcid.org/0000-0002-3184-0796"},"institutions":[{"id":"https://openalex.org/I70931966","display_name":"Universit\u00e9 de Montr\u00e9al","ror":"https://ror.org/0161xgx34","country_code":"CA","type":"education","lineage":["https://openalex.org/I70931966"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"P. L'Ecuyer","raw_affiliation_strings":["D\u00e9partement d'Informatique et de Recherche Op\u00e9rationnelle, Universit\u00e9 de Montreal, Montreal, Canada"],"affiliations":[{"raw_affiliation_string":"D\u00e9partement d'Informatique et de Recherche Op\u00e9rationnelle, Universit\u00e9 de Montreal, Montreal, Canada","institution_ids":["https://openalex.org/I70931966"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5001306724"],"corresponding_institution_ids":["https://openalex.org/I70931966"],"apc_list":null,"apc_paid":null,"fwci":9.8732,"has_fulltext":false,"cited_by_count":45,"citation_normalized_percentile":{"value":0.9972752,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"144","last_page":"152"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9997000098228455,"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":0.9997000098228455,"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/T10575","display_name":"Wireless Communication Networks Research","score":0.989300012588501,"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"}},{"id":"https://openalex.org/T11409","display_name":"Advanced Wireless Network Optimization","score":0.9789999723434448,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6659388542175293}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6659388542175293}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1109/wsc.2005.1574247","is_oa":false,"landing_page_url":"https://doi.org/10.1109/wsc.2005.1574247","pdf_url":null,"source":{"id":"https://openalex.org/S4363608800","display_name":"Proceedings of the Winter Simulation Conference, 2005.","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the Winter Simulation Conference, 2005.","raw_type":"proceedings-article"},{"id":"pmh:oai:eprints.soton.ac.uk:55795","is_oa":false,"landing_page_url":null,"pdf_url":null,"source":{"id":"https://openalex.org/S4306401019","display_name":"ePrints Soton (University of Southampton)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I43439940","host_organization_name":"University of Southampton","host_organization_lineage":["https://openalex.org/I43439940"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"","raw_type":"Conference or Workshop Item"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320334593","display_name":"Natural Sciences and Engineering Research Council of Canada","ror":"https://ror.org/01h531d29"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":33,"referenced_works":["https://openalex.org/W70981396","https://openalex.org/W134761496","https://openalex.org/W1481542150","https://openalex.org/W1608666872","https://openalex.org/W1764834418","https://openalex.org/W1974518363","https://openalex.org/W1988640842","https://openalex.org/W2011786610","https://openalex.org/W2025348150","https://openalex.org/W2039698234","https://openalex.org/W2074178270","https://openalex.org/W2086378004","https://openalex.org/W2088497082","https://openalex.org/W2103450593","https://openalex.org/W2108246181","https://openalex.org/W2119338125","https://openalex.org/W2129078615","https://openalex.org/W2145197897","https://openalex.org/W2147826056","https://openalex.org/W2149263532","https://openalex.org/W2153179668","https://openalex.org/W2153919611","https://openalex.org/W2159617688","https://openalex.org/W2165476561","https://openalex.org/W2169852575","https://openalex.org/W2170330368","https://openalex.org/W2762223216","https://openalex.org/W3121272664","https://openalex.org/W3123517799","https://openalex.org/W3141016973","https://openalex.org/W6628890266","https://openalex.org/W6681894652","https://openalex.org/W6744799335"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W2390279801","https://openalex.org/W2358668433","https://openalex.org/W2376932109","https://openalex.org/W2001405890","https://openalex.org/W2382290278","https://openalex.org/W2478288626","https://openalex.org/W2350741829","https://openalex.org/W2530322880","https://openalex.org/W1596801655"],"abstract_inverted_index":{"In":[0],"this":[1],"review,":[2],"we":[3],"introduce":[4],"key":[5],"notions":[6],"and":[7,30,35,51,58,66,87,109],"describe":[8],"the":[9,21,27,31,46,59,76,102],"decision":[10,28,68,85],"problems":[11,86],"commonly":[12],"encountered":[13],"in":[14,45,75],"call":[15,79,107,111],"center":[16,108,112],"management.":[17],"Main":[18],"themes":[19],"are":[20],"central":[22,73],"role":[23,74],"of":[24,78],"uncertainty":[25,61],"throughout":[26],"hierarchy":[29],"many":[32],"operational":[33,56],"complexities":[34],"relationships":[36],"between":[37],"decisions.":[38],"We":[39,81,95],"make":[40],"connections":[41],"to":[42,89,105],"analytical":[43],"models":[44],"literature,":[47],"emphasizing":[48],"insights":[49],"gained":[50],"model":[52],"limitations.":[53],"The":[54],"high":[55],"complexity":[57],"prevalent":[60],"suggest":[62],"that":[63,99],"simulation":[64],"modeling":[65,101,113],"simulation-based":[67,92],"making":[69],"could":[70],"have":[71],"a":[72,106],"management":[77],"centers.":[80],"formulate":[82],"some":[83],"common":[84],"point":[88],"recently":[90],"developed":[91],"solution":[93],"techniques.":[94],"review":[96],"recent":[97],"work":[98],"supports":[100],"primitive":[103],"inputs":[104],"highlight":[110],"difficulties.":[114]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":3},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":3}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}