FORECAST ERRORS IN SERVICE SYSTEMS

DOI10.1017/S0269964809000187MaRDI QIDQ3645160zbMATH OpenOpenAlexFDO

Authors Samuel G. Steckley, Shane G. Henderson, Vijay Mehrotra

Publication date 16 November 2009

Published in Probability in the Engineering and Informational Sciences (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1017/s0269964809000187

Mathematics Subject Classification ID

Queueing theory (aspects of probability theory) (60K25) Queues and service in operations research (90B22)

Recommendations

• Optimal call center forecasting and staffing
• Staffing large-scale service systems with distributional uncertainty
• Capacity sizing under parameter uncertainty: safety staffing principles revisited
• STAFFING A SERVICE SYSTEM WITH NON-POISSON NON-STATIONARY ARRIVALS
• Workload forecasting for a call center: methodology and a case study

Cites work

• Approximation Theorems of Mathematical Statistics
• Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
• Bivariate distributions with given marginals
• Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method
• Dynamic staffing in a telephone call center aiming to immediately answer all calls
• scientific article; zbMATH DE number 47258 (Why is no real title available?)
• scientific article; zbMATH DE number 3274494 (Why is no real title available?)
• Managing uncertainty in call centres using Poisson mixtures
• Markov additive processes. II
• Markov chain models of a telephone call center with call blending
• Modeling Daily Arrivals to a Telephone Call Center
• Service-level agreements in call centers: perils and prescriptions
• Statistical Analysis of a Telephone Call Center
• Stochastic-Process Limits
• Two issues in setting call centre staffing levels

Cited in

(14)

• A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
• Staffing for many-server systems facing non-standard arrival processes
• Robust heavy-traffic approximations for service systems facing overdispersed demand
• Staffing call centers under arrival-rate uncertainty with Bayesian updates
• Capacity sizing under parameter uncertainty: safety staffing principles revisited
• On the estimation of the true demand in call centers with redials and reconnects
• Data-stories about (im)patient customers in tele-queues
• A normal copula model for the arrival process in a call center
• Modeling and Simulation of Nonstationary Non-Poisson Arrival Processes
• Economies-of-scale in many-server queueing systems: tutorial and partial review of the QED Halfin-Whitt heavy-traffic regime
• Rate-based daily arrival process models with application to call centers
• A stochastic programming model for scheduling call centers with global service level agreements
• Universally optimal staffing for Erlang-A queues facing uncertain arrival rates: the case of constraint satisfaction
• Second-order bounds for the M/M/s queue with random arrival rate

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