An adapted UCB bandit routing algorithm reaches about 99% of the oracle payoff on a real call center simulation, and a new tree-based heuristic cuts waiting times to benchmark levels.
A skill-based parallel service system under FCFS-ALIS — steady state, overloads, and abandonments.Stochastic Systems, 4(1):250–299, 2014
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Demonstration of effective UCB-based routing in skill-based queues on real-world data
An adapted UCB bandit routing algorithm reaches about 99% of the oracle payoff on a real call center simulation, and a new tree-based heuristic cuts waiting times to benchmark levels.