As a part of the Business Mathematics & Informatics master at theĀ VU University Amsterdam, each student is required to write a paper on a subject of his/her choice. I have written my paper on mathematical techniques that can be used for skill-based routing in call centers. The paper can be downloaded below, or from the VU University website.

**Downloads**

**Errata**

Section 5.1.7 of the paper gave some surprisingly bad results. That section describes what happens with value iteration of the MMC example, when the representative set of state is a union of disjunct intervals. A few weeks after finishing the paper, I realised that there is an error in the Matlab code. In lines 91 and 104 I need to decide what to do when I need V_tilde_old in a state that is in between two parts of S_tilde. Naively, I decided to use the approximating structure V-tilde. But the structure is not nearly accurate enough yet to be useable. I should have done a self-transition at the boundaries of the disjunct intervals. This bug has not been fixed and it is very unlikely that I ever will fix it.