3 papers
cs.AI2026
A time-series classification framework for individual-level absenteeism prediction under severe class imbalance
Kwong Ho Li, Matthew Roughan, Wathsala Karunarathne
Staff absenteeism imposes substantial operational costs in high-demand work environments such as healthcare, emergency services, meat processing, construction, and courier and deli…
math.PR2026
Strategic timing of arrivals to a queueing system with scheduled customers
Wathsala Karunarathne, Camiel Koopmans, Jiesen Wang
This paper examines a single-server queueing system that serves both scheduled and strategic walk-in customers. The service discipline follows a first-come, first-served policy, wi…
cs.AI2025
Optimising Call Centre Operations using Reinforcement Learning: Value Iteration versus Proximal Policy Optimisation
Kwong Ho Li, Wathsala Karunarathne
This paper investigates the application of Reinforcement Learning (RL) to optimise call routing in call centres to minimise client waiting time and staff idle time. Two methods are…