Dynamic staffing in a telephone call center aiming to immediately answer all calls

DOI10.1016/S0167-6377(99)00022-XzbMath0947.90029MaRDI QIDQ1306449

Ward Whitt

Publication date: 19 December 1999

Published in: Operations Research Letters (Search for Journal in Brave)

zbMATH Keywords

forecastingnonstationary queuesinfinite-server modelsoperator staffingpredicting remaining call holding timesserver staffingtelephone call centers

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

Related Items (16)

Distributionally robust workforce scheduling in call centres with uncertain arrival rates ⋮ Staffing large-scale service systems with distributional uncertainty ⋮ Computational analysis of a Markovian queueing system with geometric mean-reverting arrival process ⋮ Predicting the continuation of a function with applications to call center data ⋮ Efficient simulation of non-Poisson non-stationary point processes to study queueing approximations ⋮ Staffing a call center with uncertain non-stationary arrival rate and flexibility ⋮ Call center arrival modeling: A Bayesian state-space approach ⋮ Staffing for many-server systems facing non-standard arrival processes ⋮ Fluid approximations and control of queues in emergency departments ⋮ Rate-Based Daily Arrival Process Models with Application to Call Centers ⋮ A normal copula model for the arrival process in a call center ⋮ A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty ⋮ Functionals of Markovian Branching D-BMAPS ⋮ FORECAST ERRORS IN SERVICE SYSTEMS ⋮ Robust heavy-traffic approximations for service systems facing overdispersed demand ⋮ Economies-of-Scale in Many-Server Queueing Systems: Tutorial and Partial Review of the QED Halfin--Whitt Heavy-Traffic Regime

Cites Work

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