"Queue"@en . "Benjamin" . . "Routing"@en . <0000-0002-3951-5963> . . "Case-manager system"@en . "Service and sales activities"@en . "One-step policy improvement"@en . "cc937f2be0705ef5a8f8a9acd5e626cc" . "Waiting times"@en . "Front-office service work"@en . "Reservation"@en . "Balking"@en . "Optimization"@en . "Stochastic models"@en . "Optimal routing"@en . "Heteroge- neous servers"@en . "Benjamin Legros" . "Markov decision process"@en . "Repositioning strategy"@en . "Abandonment"@en . "Files d\u2019attente"@fr . "Time\u2010based threshold"@en . "Contact centers"@en . "Performance evaluation"@en . . "Centres d\u2019appels"@fr . "Outsourcing"@en . "One-step improvement"@en . "Queueing system control"@en . "Waiting time"@en . "Empty container management"@en . "OR in service industries"@en . . "Threshold policies Queueing systems service operations multi-channel call centers"@en . "Agent reservation"@en . "Task overlapping"@en . "Queueing systems"@en . "Blending"@en . "Queuing systems"@en . . . "Multitasking"@en . . "Quality of resolution"@en . "Threshold policy"@en . "Mod\u00E8les stochastiques"@fr . "Chat messages"@en . "Legros" . "Inventory policy"@en . "Markov chains"@en . "Bike-sharing system"@en . "Service and sales activ- ities"@en . <149830777> . "Call centers"@en . "Relative value function"@en . .