Nelson Lee, Pranav Gupta, Bharat Joshi. Proficiency based agent scheduling to maximize infrastructure utilization in call-centers. In Proceedings of 2012 IEEE International Conference on Service Operations and Logistics, and Informatics, SOLI 2012, Suzhou, China, July 8-10, 2012. pages 433-438, IEEE, 2012. [doi]
Abstract is missing.