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Optimizing daily agent scheduling in a multiskill call center

Athanassios N. Avramidis, Wyean Chan, Michel Gendreau, Pierre L'Ecuyer, Ornella Pisacane. Optimizing daily agent scheduling in a multiskill call center. European Journal of Operational Research, 200(3):822-832, 2010. [doi]

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Athanassios N. Avramidis

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Wyean Chan

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Michel Gendreau

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Pierre L'Ecuyer

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Ornella Pisacane

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