{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,9,5]],"date-time":"2024-09-05T11:56:51Z","timestamp":1725537411201},"publisher-location":"Berlin, Heidelberg","reference-count":12,"publisher":"Springer Berlin Heidelberg","isbn-type":[{"type":"print","value":"9783642041884"},{"type":"electronic","value":"9783642041907"}],"license":[{"start":{"date-parts":[[2009,1,1]],"date-time":"2009-01-01T00:00:00Z","timestamp":1230768000000},"content-version":"unspecified","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2009]]},"DOI":"10.1007\/978-3-642-04190-7_15","type":"book-chapter","created":{"date-parts":[[2009,9,2]],"date-time":"2009-09-02T03:45:42Z","timestamp":1251863142000},"page":"154-167","source":"Crossref","is-referenced-by-count":2,"title":["Multi-Skill Call Center as a Grading from \u201cOld\u201d Telephony"],"prefix":"10.1007","author":[{"given":"Manfred","family":"Schneps-Schneppe","sequence":"first","affiliation":[]},{"given":"Janis","family":"Sedols","sequence":"additional","affiliation":[]}],"member":"297","reference":[{"key":"15_CR1","doi-asserted-by":"crossref","unstructured":"Schneps-Schneppe, M.A., Gnedenko, B.V., Kharkevich, A.D.: Looking through the ex-USSR teletraffic papers. In: 14th International Teletraffic Congress. Proceedings, vol.\u00a01a, pp. 135\u2013143 (1994)","DOI":"10.1016\/B978-0-444-82031-0.50022-6"},{"key":"15_CR2","unstructured":"Kolmogorov, A.N.: Matem. Sbornik 38(1-2), 101\u2013106 (1931)"},{"key":"15_CR3","unstructured":"Khinchin, A.J.: Papers on mathematical queueing theory, Moscow (1963)"},{"key":"15_CR4","unstructured":"Schneps-Schneppe, M.A.: New principles of limited availability scheme design, Elektrosviaz 7, 40\u201346 (1963)"},{"issue":"2","key":"15_CR5","first-page":"88","volume":"1","author":"J. Sedol","year":"1965","unstructured":"Sedol, J., Schneps-Schneppe, M.: Some qualitative study of limited availability schemes. Problemy peredachi informatsii\u00a01(2), 88\u201394 (1965)","journal-title":"Problemy peredachi informatsii"},{"key":"15_CR6","doi-asserted-by":"publisher","first-page":"2795","DOI":"10.1002\/j.1538-7305.1963.tb00987.x","volume":"42","author":"V.E. Bene\u0161","year":"1963","unstructured":"Bene\u0161, V.E.: Markov Processes Representing Traffic in Connecting Networks. Bell System Techn. J.\u00a042, 2795\u20132838 (1963)","journal-title":"Bell System Techn. J."},{"key":"15_CR7","unstructured":"http:\/\/www.math.vu.nl\/~koole\/research\/"},{"key":"15_CR8","unstructured":"L\u2019Ecuyer, P.: Modeling and Optimization Problems in Contact Centers. In: QEST 2006. Third International Conference, pp. 145\u2013156 (2006)"},{"key":"15_CR9","unstructured":"Skills-Based Routing and its Operational Complexities. Wharton\u2019s Call Center Forum (2003), http:\/\/ie.technion.ac.il\/serveng"},{"key":"15_CR10","doi-asserted-by":"crossref","unstructured":"Koole, G., Talim, J., Pot, A.: Routing heuristics for multi-skill call centers. In: Proceedings of the 2003 Winter Simulation Conference, pp. 1813\u20131816 (2003)","DOI":"10.1109\/WSC.2003.1261637"},{"key":"15_CR11","unstructured":"Garnett, O., Mandelbaum, A.: An Introduction to Skills-Based Routing and its Operational Complexities. Technion (May 2000), http:\/\/fic.wharton.upenn.edu\/fic\/f0503mandelbaum.pdf"},{"key":"15_CR12","unstructured":"http:\/\/en.wikipedia.org\/wiki\/Limited_availability"}],"container-title":["Lecture Notes in Computer Science","Smart Spaces and Next Generation Wired\/Wireless Networking"],"original-title":[],"link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-642-04190-7_15","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,5,22]],"date-time":"2019-05-22T05:56:31Z","timestamp":1558504591000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-642-04190-7_15"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2009]]},"ISBN":["9783642041884","9783642041907"],"references-count":12,"URL":"https:\/\/doi.org\/10.1007\/978-3-642-04190-7_15","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"type":"print","value":"0302-9743"},{"type":"electronic","value":"1611-3349"}],"subject":[],"published":{"date-parts":[[2009]]}}}