Modeling latent sources in call center arrival data

DOI10.1016/J.EJOR.2009.10.022MaRDI QIDQ2267665zbMATH OpenOpenAlexFDO

Authors Joshua Landon, Fabrizio Ruggeri, Refik Soyer, M. Murat Tarimcilar

Publication date 1 March 2010

Published in European Journal of Operational Research (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1016/j.ejor.2009.10.022

zbMATH Keywords

Markov chain Monte Carlodata augmentationnonhomogeneous Poisson processcall center modeling

Mathematics Subject Classification ID

Case-oriented studies in operations research (90B90) Stochastic scheduling theory in operations research (90B36)

Recommendations

• Call center arrival modeling: a Bayesian state-space approach
• Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
• Modeling Daily Arrivals to a Telephone Call Center
• Rate-based daily arrival process models with application to call centers
• Bayesian analysis of queues with impatient customers: applications to call centers

Cites work

• scientific article; zbMATH DE number 3415238 (Why is no real title available?)
• Adaptive Rejection Sampling for Gibbs Sampling
• Bayesian Computation for Nonhomogeneous Poisson Processes in Software Reliability
• Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
• Managing uncertainty in call centres using Poisson mixtures
• Modeling Daily Arrivals to a Telephone Call Center
• Semiparametric Bayesian Analysis of Multiple Event Time Data

Cited in

(5)

• Modeling Daily Arrivals to a Telephone Call Center
• A directed topic model applied to call center improvement
• Decision making under uncertain and dependent system rates in service systems
• Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling
• Call center arrival modeling: a Bayesian state-space approach

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