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July 1, 2009
LISTINGS vii
Listings
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singleQueue.xml: Example of a parameter file for a call center with a single
queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
17
repSimParams.xml: Example of a parameter file for an experiment using
independent replications . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
22
singleQueueTwoTypes.xml: Example of a parameter file for a call center with
a single agent group and two call types . . . . . . . . . . . . . . . . . . . . .
26
singleQueueTwoGroups.xml: Example of a parameter file for a call center
with two agent groups and a single call type . . . . . . . . . . . . . . . . . .
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singleQueueShifts.xml: Example of a parameter file for a call center with
a single agent group with a schedule, and a single call type . . . . . . . . . .
30
singleQueueMLE.xml: Example of a parameter file with data for parameter
estimation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
32
repSimParamsTr.xml: Example of a parameter file for an experiment using
independent replications and producing a call-by-call trace . . . . . . . . . .
34
repSimParamsStat.xml: Example of a parameter file for an experiment using
independent replications and producing a report with selected statistics . . .
34
repSimParamsObs.xml: Example of a parameter file for an experiment using
independent replications and producing a report with selected lists of observations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
35
repSimParamsSeed.xml: Example of a parameter file for an experiment using
independent replications and different initial seed . . . . . . . . . . . . . . .
36
repSimParamsSeqSamp.xml: Example of a parameter file for an experiment
using independent replications and sequential sampling . . . . . . . . . . . .
36
repSimParamsCTMC.xml: Example of a parameter file for an experiment using
independent replications and CTMC simulator . . . . . . . . . . . . . . . . .
37
mskccParamsThreeTypes.xml: Example of a parameter file for a multi-skill
stationary call center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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batchSimParams.xml: Example of a parameter file for a stationary simulation 40
15
sim2skill.xml: Example of a parameter file for a call center with longest
weighted waiting time router . . . . . . . . . . . . . . . . . . . . . . . . . . .
42
mskccParamsThreeTypesReg.xml: Example of a parameter file for a call center with local-specialist router . . . . . . . . . . . . . . . . . . . . . . . . . .
45
Parameters for the local-specialist routing policy with type-to-group map
equivalent to example in Listing 16 . . . . . . . . . . . . . . . . . . . . . . .
50
Parameters for the agents’ preference-based routing policy with delays equivalent to local-specialist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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