Vijay Mehrotra, Kevin Ross, Geoffrey S. Ryder, Yong-Pin Zhou. Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers. Manufacturing & Service Operations Management, 14(1):66-81, 2012. [doi]
@article{MehrotraRRZ12,
title = {Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers},
author = {Vijay Mehrotra and Kevin Ross and Geoffrey S. Ryder and Yong-Pin Zhou},
year = {2012},
doi = {10.1287/msom.1110.0349},
url = {http://dx.doi.org/10.1287/msom.1110.0349},
researchr = {https://researchr.org/publication/MehrotraRRZ12},
cites = {0},
citedby = {0},
journal = {Manufacturing & Service Operations Management},
volume = {14},
number = {1},
pages = {66-81},
}