Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling

DOI10.1016/j.ejor.2013.10.064zbMath1304.62148OpenAlexW2078728958MaRDI QIDQ2514772

Tevfik Aktekin

Publication date: 3 February 2015

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

Full work available at URL: https://doi.org/10.1016/j.ejor.2013.10.064

zbMATH Keywords

Dirichlet processesqueuingstaffingcall centerservice modelingBayesian finite mixture

Mathematics Subject Classification ID

Bayesian inference (62F15) Applications of statistics in engineering and industry; control charts (62P30) Queues and service in operations research (90B22)

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Optimum attributes component test plans for \(k\)-out-of-\(n:F\) Weibull systems using prior information ⋮ Competition and market segmentation of the call center service supply chain ⋮ Optimal hazard models based on partial information ⋮ On the estimation of hazard rate in mixed populations with its application ⋮ Economic lot sampling inspection from defect counts with minimum conditional value-at-risk ⋮ On the scheduling of operations in a chat contact center ⋮ Decision making under uncertain and dependent system rates in service systems ⋮ The alpha-mixture of survival functions ⋮ Estimation of traffic intensity from queue length data in a deterministic single server queueing system ⋮ Statistical inference for \(M_t/G/ Infinity\) queueing systems under incomplete observations

Uses Software

• DPpackage

Cites Work

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• What you should know about queueing models to set staffing requirements in service systems
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• Bayesian Density Estimation and Inference Using Mixtures
• Statistical Analysis of a Telephone Call Center
• Towards ``zero abandonments in call center performance
• Deviance information criteria for missing data models

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