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Enhanced bandwidth-delay based routing algorithm for a packet-switched virtual call centre environment

Authors:

Akinbola Adetunji,

Hadi LarijaniAuthors Info & Claims

WSC '08: Proceedings of the 40th Conference on Winter Simulation

Pages 2891 - 2900

Published: 07 December 2008 Publication History

Abstract

Traditionally call centres were based on circuit-switched systems. But with the advancement of communication technologies, call centres have shifted to packet-switched systems. This packet-switched system aids the creation of virtual Call Centre Environments. The current dynamic routing algorithms used for circuit-switched systems do not fully support packet-switched virtual call centre environments. We addressed this issue in this paper by developing a new call routing algorithm capable of supporting this type of virtual environments. This was done by performing a comparison study on our hybrid routing algorithm, Enhanced Bandwidth-Delay Based Routing Algorithm. Our hybrid routing algorithm was compared with a commonly used call routing algorithm known as Minimum Expected Delay. We used both analytical and simulation methods to achieve our goal of comparison study. Call centre data collected from a real-call centre was utilised to aid our model development, validation and scenario generation. The results from this study concluded that under high traffic arrival rates, systems running EBDRA outperforms MED by possessing a lower probability of delay.

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Cited By

Liston PByrne JKeogh OByrne P(2017)Beyond callsProceedings of the 2017 Winter Simulation Conference10.5555/3242181.3242513(1-12)Online publication date: 3-Dec-2017
https://dl.acm.org/doi/10.5555/3242181.3242513
Roberts RTong CLaramee RSmith GBrookes PD'Cruze TBiasotti SPintore GStanco F(2016)Interactive analytical treemaps for visualisation of call centre dataProceedings of the Conference on Smart Tools and Applications in Computer Graphics10.5555/3056860.3056876(109-117)Online publication date: 3-Oct-2016
https://dl.acm.org/doi/10.5555/3056860.3056876

Enhanced bandwidth-delay based routing algorithm for a packet-switched virtual call centre environment
1. General and reference
  1. Cross-computing tools and techniques

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Information & Contributors

Information

Published In

cover image ACM Conferences

WSC '08: Proceedings of the 40th Conference on Winter Simulation

December 2008

3189 pages

ISBN:9781424427086

Editors:
Scott Mason
University of Arkansas
,
Ray Hill
Air Force Institute of Technology
,
Lars Mönch
University of Hagen
,
Oliver Rose
University of Dresden
,
General Chair:
Thomas Jefferson
Intel Corporation
,
Program Chairs:
John W. Fowler
Arizona State University
,
Ricki G. Ingalls
Oklahoma State University

Sponsors

IIE: Institute of Industrial Engineers
INFORMS-SIM: Institute for Operations Research and the Management Sciences: Simulation Society
ASA: American Statistical Association
IEEE/SMC: Institute of Electrical and Electronics Engineers: Systems, Man, and Cybernetics Society
SIGSIM: ACM Special Interest Group on Simulation and Modeling
NIST: National Institute of Standards and Technology
(SCS): The Society for Modeling and Simulation International

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Winter Simulation Conference

Publication History

Published: 07 December 2008

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WSC08

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IIE
INFORMS-SIM
ASA
IEEE/SMC
SIGSIM
NIST
(SCS)

WSC08: Winter Simulation Conference

December 7 - 10, 2008

Florida, Miami

Acceptance Rates

WSC '08 Paper Acceptance Rate 249 of 304 submissions, 82%;

Overall Acceptance Rate 3,413 of 5,075 submissions, 67%

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Cited By

Liston PByrne JKeogh OByrne P(2017)Beyond callsProceedings of the 2017 Winter Simulation Conference10.5555/3242181.3242513(1-12)Online publication date: 3-Dec-2017
https://dl.acm.org/doi/10.5555/3242181.3242513
Roberts RTong CLaramee RSmith GBrookes PD'Cruze TBiasotti SPintore GStanco F(2016)Interactive analytical treemaps for visualisation of call centre dataProceedings of the Conference on Smart Tools and Applications in Computer Graphics10.5555/3056860.3056876(109-117)Online publication date: 3-Oct-2016
https://dl.acm.org/doi/10.5555/3056860.3056876

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