{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,9,23]],"date-time":"2024-09-23T03:42:54Z","timestamp":1727062974139},"reference-count":20,"publisher":"Institute for Operations Research and the Management Sciences (INFORMS)","issue":"1","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["M&SOM"],"published-print":{"date-parts":[[2005,1]]},"abstract":" We consider a call center model with m input flows and r pools of agents; the m-vector \u03bb of instantaneous arrival rates is allowed to be time dependent and to vary stochastically. Seeking to optimize the trade-off between personnel costs and abandonment penalties, we develop and illustrate a practical method for sizing the r agent pools. Using stochastic fluid models, this method reduces the staffing problem to a multidimensional newsvendor problem, which can be solved numerically by a combination of linear programming and Monte Carlo simulation. Numerical examples are presented, and in all cases the pool sizes derived by means of the proposed method are very close to optimal. <\/jats:p>","DOI":"10.1287\/msom.1040.0052","type":"journal-article","created":{"date-parts":[[2005,4,7]],"date-time":"2005-04-07T14:34:52Z","timestamp":1112884492000},"page":"20-36","source":"Crossref","is-referenced-by-count":124,"title":["A Method for Staffing Large Call Centers Based on Stochastic Fluid Models"],"prefix":"10.1287","volume":"7","author":[{"given":"J. Michael","family":"Harrison","sequence":"first","affiliation":[{"name":"Graduate School of Business, Stanford University, 518 Memorial Way, Stanford, California 94305"}]},{"given":"Assaf","family":"Zeevi","sequence":"additional","affiliation":[{"name":"Graduate School of Business, Columbia University, 3022 Broadway, New York, New York 10027"}]}],"member":"109","reference":[{"key":"B1","doi-asserted-by":"publisher","DOI":"10.1023\/B:ANOR.0000019095.91642.bb"},{"key":"B3","volume-title":"An Introduction to Stochastic Programming. Springer Series in Operations Research","author":"Birge J. R.","year":"1997"},{"key":"B4","doi-asserted-by":"publisher","DOI":"10.1287\/opre.1030.0081"},{"key":"B6","doi-asserted-by":"publisher","DOI":"10.1023\/A:1016015213287"},{"key":"B7","volume-title":"The Life and Works of A.K. Erlang","author":"Erlang A. K.","year":"1948"},{"key":"B8","doi-asserted-by":"publisher","DOI":"10.1287\/msom.5.2.79.16071"},{"key":"B9","doi-asserted-by":"publisher","DOI":"10.1287\/msom.4.3.208.7753"},{"key":"B10","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.37.1.84"},{"key":"B11","doi-asserted-by":"publisher","DOI":"10.1287\/opre.29.3.567"},{"key":"B12","volume-title":"Analytic Methods in Applied Probability, In Memory of Fridrih Karpelevich","author":"Harrison J. M.","year":"2002"},{"key":"B13","doi-asserted-by":"publisher","DOI":"10.1023\/A:1019188531950"},{"key":"B14","doi-asserted-by":"publisher","DOI":"10.1287\/opre.1030.0084"},{"key":"B15","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.42.10.1383"},{"key":"B16","doi-asserted-by":"publisher","DOI":"10.1111\/j.1937-5956.1998.tb00457.x"},{"key":"B17","doi-asserted-by":"publisher","DOI":"10.1214\/aoap\/1019487513"},{"key":"B18","doi-asserted-by":"publisher","DOI":"10.1023\/A:1019112920622"},{"key":"B19","doi-asserted-by":"publisher","DOI":"10.1109\/9.650016"},{"key":"B20","volume-title":"Simulation","author":"Ross S.","year":"1997"},{"key":"B21","doi-asserted-by":"crossref","DOI":"10.1016\/S0927-0507(03)10006-0","volume-title":"Stochastic Programming","volume":"10","author":"Shapiro A.","year":"2003"},{"key":"B22","doi-asserted-by":"publisher","DOI":"10.1287\/msom.5.4.269.24882"}],"container-title":["Manufacturing & Service Operations Management"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/pubsonline.informs.org\/doi\/pdf\/10.1287\/msom.1040.0052","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2023,4,2]],"date-time":"2023-04-02T11:49:22Z","timestamp":1680436162000},"score":1,"resource":{"primary":{"URL":"https:\/\/pubsonline.informs.org\/doi\/10.1287\/msom.1040.0052"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2005,1]]},"references-count":20,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2005,1]]}},"alternative-id":["10.1287\/msom.1040.0052"],"URL":"https:\/\/doi.org\/10.1287\/msom.1040.0052","relation":{},"ISSN":["1523-4614","1526-5498"],"issn-type":[{"value":"1523-4614","type":"print"},{"value":"1526-5498","type":"electronic"}],"subject":[],"published":{"date-parts":[[2005,1]]}}}