Concepedia

Skill-based Routing

Skill-Based Routing is a call distribution methodology in call center operations that directs incoming customer interactions to the most appropriate agent based on a match between the required expertise for the query and the specific competencies, qualifications, or skill sets possessed by individual agents, thereby optimizing service accuracy and efficiency.

24

Publications

875

Citations

35

Authors

20

Institutions

Publications per year

2017–2026

2

Variants

Skills-based Routing

Parents

Publications

24

A Staffing Algorithm for Call Centers with Skill-Based Routing

Rodney B. Wallace, Ward Whitt · Manufacturing & Service Operations Management · 2005 · 263 citations

, , +17

An Introduction to Skills-Based Routing and its Operational Complexities

Ofer Garnett, Avishai Mandelbaum · 2003 · 67 citations

, , +13

Flexible Queueing Architectures

John N. Tsitsiklis, Kuang Xu · Operations Research · 2017 · 62 citations · Full text

, , +17

Routing heuristics for multi-skill call centers

Ger Koole, Auke Pot, J. Talim · 2004 · 39 citations

, , +17

Queueing system topologies with limited flexibility

John N. Tsitsiklis, Kuang Xu · 2013 · 37 citations · Full text

, , +17

1–5 of 24

Authors

35

  1. GK
    Ger Koole

    Vrije Universiteit Amsterdam, Netherlands

    4 publications · 81 citations

    4

    h-index

  2. AP
    Auke Pot

    Vrije Universiteit Amsterdam, Netherlands

    4 publications · 81 citations

    4

    h-index

  3. RB
    Rodney B. Wallace

    Columbia University, United States

    3 publications · 291 citations

    3

    h-index

  4. KX
    Kuang Xu

    University of Hong Kong, Hong Kong SAR China

    3 publications · 112 citations

    3

    h-index

  5. WW
    Ward Whitt

    AT&T (United States), United States

    3 publications · 316 citations

    3

    h-index

1–5 of 35

Institutions

20

  1. Vrije Universiteit Amsterdam

    Amsterdam, The Netherlands

    6 h-index

    11 publications

    218 citations

  2. Columbia University

    New York, United States

    4 h-index

    5 publications

    368 citations

  3. Massachusetts Institute of Technology

    Cambridge, United States

    2 h-index

    3 publications

    136 citations

  4. IIT@MIT

    Cambridge, United States

    2 h-index

    4 publications

    100 citations

  5. Bell (Canada)

    Montreal, Canada

    2 h-index

    4 publications

    88 citations

  6. Carleton University

    Ottawa, Canada

    2 h-index

    2 publications

    52 citations

  7. Amsterdam University of Applied Sciences

    Amsterdam, The Netherlands

    1 h-index

    1 publications

    36 citations

  8. École Centrale Paris

    Châtenay-Malabry, France

    1 h-index

    3 publications

    75 citations

1–8 of 20

Venues

  1. 2

    h-index

  2. EURO Journal on Transportation and Logistics

    1 publications · 18 citations

    1

    h-index

  3. Optimization Letters

    1 publications · 33 citations

    1

    h-index

  4. 1

    h-index

  5. ACM SIGMETRICS Performance Evaluation Review

    PER · 1 publications · 13 citations

    1

    h-index

1–5