Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
DOI10.1016/J.EJOR.2015.10.017zbMATH Open1346.90253OpenAlexW1785484164MaRDI QIDQ322500FDOQ322500
Authors: Rouba Ibrahim, Haipeng Shen, Mamadou Thiongane, Pierre L'Ecuyer 
Publication date: 7 October 2016
Published in: European Journal of Operational Research (Search for Journal in Brave)
Full work available at URL: https://discovery.ucl.ac.uk/id/eprint/1471894/
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Cites Work
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- Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
- Statistical Analysis of a Telephone Call Center
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- Non-parametric modelling of time-varying customer service times at a bank call centre
- Service Systems with Slowdowns: Potential Failures and Proposed Solutions
- Dynamic routing in large-scale service systems with heterogeneous servers
Cited In (11)
- To Wait or Not to Wait: Two-Way Functional Hazards Model for Understanding Waiting in Call Centers
- Rate-Based Daily Arrival Process Models with Application to Call Centers
- On the scheduling of operations in a chat contact center
- 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
- On the estimation of the true demand in call centers with redials and reconnects
- Statistical Analysis of a Telephone Call Center
- Statistical inference for \(M_t/G/ Infinity\) queueing systems under incomplete observations
- Statistical theory powering data science
- Estimation of traffic intensity from queue length data in a deterministic single server queueing system
- Transient analysis of a two-heterogeneous servers queue with system disaster, server repair and customers' impatience
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