NDLI: Live-chat agent assignments to heterogeneous e-customers under imperfect classification

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Live-chat agent assignments to heterogeneous e-customers under imperfect classification

Content Provider	ACM Digital Library
Author	Goes, Paulo Ilk, Noyan Zhao, J. Leon Yue, Wei T.
Copyright Year	2011
Abstract	Many e-commerce firms provide live-chat capability on their Web sites to promote product sales and to offer customer support. With increasing traffic on e-commerce Web sites, providing such live-chat services requires a good allocation of service resources to serve the customers. When resources are limited, firms may consider employing priority-processing and reserving resources for high-value customers. In this article, we model a reserve-based priority-processing policy for e-commerce systems that have imperfect customer classification. Two policy decisions considered in the model are: (1) the number of agents exclusively reserved for high-value customers, and (2) the configuration of the classification system. We derive explicit expressions for average waiting times of high-value and low-value customer classes and define a total waiting cost function. Through numerical analysis, we study the impact of these two policy decisions on average waiting times and total waiting costs. Our analysis finds that reserving agents for high-value customers may have negative consequences for such customers under imperfect classification. Further, we study the interaction between the two policy decisions and discuss how one decision should be modified with respect to a change in the other one in order to keep the waiting costs minimized.
Starting Page	1
Ending Page	15
Page Count	15
File Format	PDF
ISSN	2158656X
DOI	10.1145/2070710.2070715
Volume Number	2
Issue Number	4
Journal	ACM Transactions on Management Information Systems (TMIS)
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2012-01-05
Publisher Place	New York
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Resource allocation Customer classification Live-chat system Priority policy
Content Type	Text
Resource Type	Article
Subject	Management Information Systems Computer Science

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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