The development of a decision support tool to assist with call center agent scheduling at Henkel is described. Call center demand varies by hour, and agents have dissimilar service time distributions. Target agent utilizations are calculated using a metamodel of a simulation that finds the elbow of the utilization to waiting time curve.
No takes yet. Share an insight, caveat, or question.
Maleyeff et al. (2024) studied this question.
Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context: