Call center data analysis and model validation

DOI10.1007/S11134-025-09935-4MaRDI QIDQ7020726zbMATH OpenFDO

Authors Ger Koole, Siqiao Li, S. Ding

Publication date 3 March 2025

Published in Queueing Systems (Search for Journal in Brave)

Copyright license Creative Commons Attribution 4.0 International

Full work available at URL https://doi.org/10.1007/S11134-025-09935-4

zbMATH Keywords

simulationvalidationcall centersqueueing models

Mathematics Subject Classification ID

Queues and service in operations research (90B22) Applications of queueing theory (congestion, allocation, storage, traffic, etc.) (60K30)

Cites work

• A Practice-Oriented Overview of Call Center Workforce Planning
• Engineering solution of a basic call-center model
• Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
• Nonparametric Estimation from Incomplete Observations
• On the estimation of the true demand in call centers with redials and reconnects
• Statistical Analysis of a Telephone Call Center
• The Impact of Delay Announcements in Many-Server Queues with Abandonment
• The impact of customers' patience on delay and abandonment: some empirically-driven experiments with the \(\text{M/M}/n+G\) queue
• Verification and validation of simulation models

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