Forecasting call centre arrivals

DOI10.1002/FOR.2258MaRDI QIDQ4687346zbMATH OpenOpenAlexWikidataFDO

Authors David Millán-Ruiz, J. Ignacio Hidalgo

Publication date 11 October 2018

Published in Journal of Forecasting (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1002/for.2258

zbMATH Keywords

intra-day forecasting of call arrivalsneural networksupgraded resilient backpropagation

Mathematics Subject Classification ID

Inference from stochastic processes and prediction (62M20) Neural nets and related approaches to inference from stochastic processes (62M45)

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(5)

• The impact of special days in call arrivals forecasting: a neural network approach to modelling special days
• Analytics for labor planning in systems with load-dependent service times
• Modeling Daily Arrivals to a Telephone Call Center
• A comparison of univariate time series methods for forecasting intraday arrivals at a call center
• Optimal call center forecasting and staffing

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