Real-Time Scheduling Policies for Multiclass Call Centers with Impatient Customers
Résumé
We consider a call center model with two classes of impatient customers, VIP and less important ones. We focus on developing scheduling policies that assign customers upon arrival to parallel queues, high and low priority queues. The policies are developed subject to satisfying constraints on performances related to the ratio of the probabilities of being lost, as well as the variance of waiting times in queue. We propose and compare several real-time scheduling policies in order to reach our objective. The policies are characterized to be simple and easy to implement in practice.