2 papers
eess.SY2026
Dynamic Scheduling of a Parallel-Server Queueing System: A Computational Method for High-Dimensional Problems
Baris Ata, Ebru Kasikaralar
A key operational challenge for call centers is to decide, in real time, which waiting customer should be served by which available agent. This is known as skill-based routing, and…
eess.SY2025
Dynamic Scheduling of a Multiclass Queue in the Halfin-Whitt Regime: A Computational Approach for High-Dimensional Problems
Baris Ata, Ebru Kasikaralar
We consider a multi-class queueing model of a telephone call center, in which a system manager dynamically allocates available servers to customer calls. Calls can terminate throug…