Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
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Publication:322500
DOI10.1016/J.EJOR.2015.10.017zbMATH Open1346.90253OpenAlexW1785484164MaRDI QIDQ322500FDOQ322500
Applications of statistics in engineering and industry; control charts (62P30) Non-Markovian processes: estimation (62M09) Queues and service in operations research (90B22) Queueing theory (aspects of probability theory) (60K25) Applications of queueing theory (congestion, allocation, storage, traffic, etc.) (60K30)
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Cites work
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Cited in
(13)- Rate-based daily arrival process models with application to call centers
- Statistical Analysis of a Telephone Call Center
- Statistical theory powering data science
- Decision making under uncertain and dependent system rates in service systems
- A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
- 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
- Call center service times are lognormal: a Fokker-Planck description
- To Wait or Not to Wait: Two-Way Functional Hazards Model for Understanding Waiting in Call Centers
- On the estimation of the true demand in call centers with redials and reconnects
- Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling
- Transient analysis of a two-heterogeneous servers queue with system disaster, server repair and customers' impatience
- On the scheduling of operations in a chat contact center
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