To Wait or Not to Wait: Two-Way Functional Hazards Model for Understanding Waiting in Call Centers
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Publication:3121173
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
alternating direction method of multipliers; penalized likelihood; low-rank structure; call center workforce management; human patience; smooth hazard surface
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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