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REal-time delay estimation in call centers

Rouba Ibrahim, Ward Whitt. REal-time delay estimation in call centers. In Scott J. Mason, Raymond R. Hill, Lars Mönch, Oliver Rose, Thomas Jefferson, John W. Fowler, editors, Proceedings of the 2008 Winter Simulation Conference, Global Gateway to Discovery, WSC 2008, InterContinental Hotel, Miami, Florida, USA, December 7-10, 2008. pages 2876-2883, WSC, 2008. [doi]

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