Thats a unique idea.You should consider the following idea to enhance your idea so that it would impact uniquely: Traditional research on routing in queueing systems usually ignores service quality related factors. ,  analyze the routing problem in a system where customers call back when their problems are not completely resolved by the customer service representatives (CSRs).  introduce the concept of call resolution probability, and  argue that it constitutes a good proxy for call quality. For each call, both the call resolution probability (p) and the average service time (1/µ) are CSR dependent.  use a Markov decision process formulation to obtain analytical results and insights about the optimal routing policy that minimizes the average total time of call resolution, including callbacks. In particular,  provide sufficient conditions under which it is optimal to route to the CSR with the highest call resolution rate (pµ) among those available.  also develop efficient heuristics that can be easily implemented in practice.
['Francis de Véricourt', 'Yong-Pin Zhou']
I am writing a research paper on a idea Managing Response Time in a Call-Routing Problem with Service Failure
[{"from": "human", "value": "I am writing a research paper on a idea Managing Response Time in a Call-Routing Problem with Service Failure"}, {"from": "gpt", "value": "Thats a unique idea.You should consider the following idea to enhance your idea so that it would impact uniquely: Traditional research on routing in queueing systems usually ignores service quality related factors. ,  analyze the routing problem in a system where customers call back when their problems are not completely resolved by the customer service representatives (CSRs).  introduce the concept of call resolution probability, and  argue that it constitutes a good proxy for call quality. For each call, both the call resolution probability (p) and the average service time (1/\u00b5) are CSR dependent.  use a Markov decision process formulation to obtain analytical results and insights about the optimal routing policy that minimizes the average total time of call resolution, including callbacks. In particular,  provide sufficient conditions under which it is optimal to route to the CSR with the highest call resolution rate (p\u00b5) among those available.  also develop efficient heuristics that can be easily implemented in practice."}]