VIPIN KALRA. A Cognitive Workforce Orchestration Framework for Contact Centers: Integrating Reinforcement Learning, Behavioral Analytics, and Real-Time Demand Shaping. International Journal of Intelligent Systems and Applications in Engineering, [S. l.], v. 13, n. 2s, p. 202–207, 2025. Disponível em: https://ijisae.org/index.php/IJISAE/article/view/8038. Acesso em: 6 feb. 2026.