To Wait or Not to Wait: Two-Way Functional Hazards Model for Understanding Waiting in Call Centers

DOI10.1080/01621459.2018.1423985zbMath1409.62193arXiv1801.00344MaRDI QIDQ3121173

Gen Li, Jianhua Z. Huang, Haipeng Shen

Publication date: 20 March 2019

Published in: Journal of the American Statistical Association (Search for Journal in Brave)

Full work available at URL: https://arxiv.org/abs/1801.00344

zbMATH Keywords

alternating direction method of multipliers; penalized likelihood; low-rank structure; call center workforce management; human patience; smooth hazard surface

Mathematics Subject Classification ID

62P20: Applications of statistics to economics

62N02: Estimation in survival analysis and censored data

60K30: Applications of queueing theory (congestion, allocation, storage, traffic, etc.)

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Cites Work

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