Markov and Call Centres

What does the 'Markov decision process' have to do with call centres?

Alberta School of Business researcher finds:

  • A new algorithm can improve firm solutions.
  • Firms can minimize overall labour and waiting time costs using this new algorithm.
  • This algorithm finds a 'rule' that is simple to implement resulting in optimal staffing levels.
Read more in the article, "Simplex algorithm for countable-state discounted Markov decision processes" by Ilbin Lee published in the journal Operations Research.

Ilbin Lee Ilbin Lee conducts research on sequential decision-making under uncertainty, in particular, challenges in modelling data-driven sequential decision-making. He applies machine learning methods and optimization for health data analytics and wildfire operations. He is currently an Assistant Professor in the Accounting and Business Analytics department at the Alberta School of Business. Before joining the University of Alberta, he was a postdoctoral fellow in the School of Industrial and Systems Engineering at Georgia Institute of Technology. He obtained his PhD in Industrial and Operations Engineering at the University of Michigan in 2015.