Re: white papers concerning call centre queuing..

> I am wondering if some one out there has any experience with the
> queuing of call into a call centre, and if so, would they be able to
> point me to more information, or white papers concerning reducing the
> call length queuing when optmising between call priority, agent
> expertise, and call waiting time....any pointers to the road to
> enlightenment?

This is off-topic here.

The following link contains pointers to articles about Queueing Theory:
http://www.eventhelix.com/RealtimeMantra/CongestionControl/

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