{"id":"https://openalex.org/W4239831740","doi":"https://doi.org/10.1109/wsc.2005.1574297","title":"Approximate Dynamic Programming in Multi-Skill Call Centers","display_name":"Approximate Dynamic Programming in Multi-Skill Call Centers","publication_year":2006,"publication_date":"2006-01-25","ids":{"openalex":"https://openalex.org/W4239831740","doi":"https://doi.org/10.1109/wsc.2005.1574297"},"language":"en","primary_location":{"id":"doi:10.1109/wsc.2005.1574297","is_oa":false,"landing_page_url":"https://doi.org/10.1109/wsc.2005.1574297","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":"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":"last","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"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I865915315"],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":15,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"576","last_page":"583"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9936000108718872,"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":0.9936000108718872,"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/T10768","display_name":"Electric Vehicles and Infrastructure","score":0.9904000163078308,"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/T12288","display_name":"Optimization and Search Problems","score":0.9891999959945679,"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/bellman-equation","display_name":"Bellman equation","score":0.7217774987220764},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7032625675201416},{"id":"https://openalex.org/keywords/curse-of-dimensionality","display_name":"Curse of dimensionality","score":0.6912749409675598},{"id":"https://openalex.org/keywords/dynamic-programming","display_name":"Dynamic programming","score":0.6807001829147339},{"id":"https://openalex.org/keywords/queue","display_name":"Queue","score":0.6467779278755188},{"id":"https://openalex.org/keywords/mathematical-optimization","display_name":"Mathematical optimization","score":0.5662246942520142},{"id":"https://openalex.org/keywords/routing","display_name":"Routing (electronic design automation)","score":0.5562856197357178},{"id":"https://openalex.org/keywords/function","display_name":"Function (biology)","score":0.5519897937774658},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.5490782260894775},{"id":"https://openalex.org/keywords/value","display_name":"Value (mathematics)","score":0.45918363332748413},{"id":"https://openalex.org/keywords/markov-decision-process","display_name":"Markov decision process","score":0.4438299536705017},{"id":"https://openalex.org/keywords/algorithm","display_name":"Algorithm","score":0.21316754817962646},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.17172574996948242},{"id":"https://openalex.org/keywords/markov-process","display_name":"Markov process","score":0.1713472604751587},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.12059777975082397},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.08902859687805176},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.07758936285972595}],"concepts":[{"id":"https://openalex.org/C14646407","wikidata":"https://www.wikidata.org/wiki/Q1430750","display_name":"Bellman equation","level":2,"score":0.7217774987220764},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7032625675201416},{"id":"https://openalex.org/C111030470","wikidata":"https://www.wikidata.org/wiki/Q1430460","display_name":"Curse of dimensionality","level":2,"score":0.6912749409675598},{"id":"https://openalex.org/C37404715","wikidata":"https://www.wikidata.org/wiki/Q380679","display_name":"Dynamic programming","level":2,"score":0.6807001829147339},{"id":"https://openalex.org/C160403385","wikidata":"https://www.wikidata.org/wiki/Q220543","display_name":"Queue","level":2,"score":0.6467779278755188},{"id":"https://openalex.org/C126255220","wikidata":"https://www.wikidata.org/wiki/Q141495","display_name":"Mathematical optimization","level":1,"score":0.5662246942520142},{"id":"https://openalex.org/C74172769","wikidata":"https://www.wikidata.org/wiki/Q1446839","display_name":"Routing (electronic design automation)","level":2,"score":0.5562856197357178},{"id":"https://openalex.org/C14036430","wikidata":"https://www.wikidata.org/wiki/Q3736076","display_name":"Function (biology)","level":2,"score":0.5519897937774658},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5490782260894775},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.45918363332748413},{"id":"https://openalex.org/C106189395","wikidata":"https://www.wikidata.org/wiki/Q176789","display_name":"Markov decision process","level":3,"score":0.4438299536705017},{"id":"https://openalex.org/C11413529","wikidata":"https://www.wikidata.org/wiki/Q8366","display_name":"Algorithm","level":1,"score":0.21316754817962646},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.17172574996948242},{"id":"https://openalex.org/C159886148","wikidata":"https://www.wikidata.org/wiki/Q176645","display_name":"Markov process","level":2,"score":0.1713472604751587},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.12059777975082397},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.08902859687805176},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.07758936285972595},{"id":"https://openalex.org/C78458016","wikidata":"https://www.wikidata.org/wiki/Q840400","display_name":"Evolutionary biology","level":1,"score":0.0},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/wsc.2005.1574297","is_oa":false,"landing_page_url":"https://doi.org/10.1109/wsc.2005.1574297","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"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":14,"referenced_works":["https://openalex.org/W1764834418","https://openalex.org/W2037779910","https://openalex.org/W2064281565","https://openalex.org/W2110338773","https://openalex.org/W2111753883","https://openalex.org/W2139418546","https://openalex.org/W2157905150","https://openalex.org/W2158479468","https://openalex.org/W2161297030","https://openalex.org/W2334782222","https://openalex.org/W4205326910","https://openalex.org/W4237171445","https://openalex.org/W4239822175","https://openalex.org/W6676465127"],"related_works":["https://openalex.org/W4255265352","https://openalex.org/W4239477580","https://openalex.org/W4389475841","https://openalex.org/W2952594763","https://openalex.org/W2152670157","https://openalex.org/W4241327272","https://openalex.org/W2903299703","https://openalex.org/W4281791088","https://openalex.org/W4385342861","https://openalex.org/W1574958246"],"abstract_inverted_index":{"We":[0,74,129],"consider":[1],"a":[2,20],"multi-skill":[3],"call":[4,33,102,135],"center":[5],"consisting":[6],"of":[7,53,88,93,100],"specialists":[8],"and":[9,17,114],"fully":[10],"cross-trained":[11],"agents.":[12],"All":[13],"traffic":[14],"is":[15,19,29,48,68,123],"inbound":[16],"there":[18],"waiting":[21],"queue":[22],"for":[23],"each":[24],"skill":[25],"type.":[26],"Our":[27],"objective":[28],"to":[30,79,133],"obtain":[31,80],"good":[32,140],"routing":[34,136],"policies.":[35],"In":[36],"this":[37,131],"paper":[38],"we":[39,105,115],"use":[40,116],"the":[41,51,63,81,86,91,98,101,107,127],"so-called":[42],"policy":[43],"iteration":[44],"(PI)":[45],"method.":[46],"It":[47],"applied":[49],"in":[50],"context":[52],"approximate":[54],"dynamic":[55,72],"programming":[56],"(ADP).":[57],"The":[58,120],"standard":[59,77],"PI":[60],"method":[61,132],"requires":[62],"exact":[64],"value":[65,82,109,121],"function,":[66],"which":[67],"well":[69],"known":[70],"from":[71,85,118],"programming.":[73],"remark":[75],"that":[76],"methods":[78],"function":[83,110,122],"suffer":[84],"curse":[87],"dimensionality,":[89],"i.e.,":[90],"number":[92],"states":[94],"grows":[95],"exponentially":[96],"with":[97],"size":[99],"center.":[103],"Therefore,":[104],"replace":[106],"real":[108],"by":[111,125],"an":[112],"approximation":[113],"techniques":[117],"ADP.":[119],"approximated":[124],"simulating":[126],"system.":[128],"apply":[130],"our":[134],"problem,":[137],"yielding":[138],"very":[139],"results.":[141]},"counts_by_year":[{"year":2023,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":2}],"updated_date":"2026-07-14T23:27:15.235271","created_date":"2025-10-10T00:00:00"}
