Statistical Analysis of a Telephone Call Center

DOI10.1198/016214504000001808zbMath1117.62303WikidataQ56041061 ScholiaQ56041061MaRDI QIDQ5754793

Avishai Mandelbaum, Haipeng Shen, Linda Zhao, Sergey Zeltyn, Lawrence D. Brown, Anat Sakov, Noah Gans

Publication date: 20 August 2007

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

Full work available at URL: https://doi.org/10.1198/016214504000001808

Mathematics Subject Classification ID

62-XX: Statistics

Related Items

Estimating the Period of a Cyclic Non‐Homogeneous Poisson Process, A normal copula model for the arrival process in a call center, Many-server queues with customer abandonment: numerical analysis of their diffusion models, Rare-Event Simulation for Many-Server Queues, An Efficient Randomized Quasi-Monte Carlo Algorithm for the Pareto Distribution, Distributionally robust workforce scheduling in call centres with uncertain arrival rates, Optimal estimation for the Pareto distribution, The Poisson Compound Decision Problem Revisited, ESTIMATING WAITING TIMES WITH THE TIME-VARYING LITTLE'S LAW, The Error in Steady-State Approximations for the Time-Dependent Waiting Time Distribution, Rate-Based Daily Arrival Process Models with Application to Call Centers, On the estimation of the true demand in call centers with redials and reconnects, Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers, Analysis of a last come first served queueing system with customer abandonment, Positive recurrence of piecewise Ornstein-Uhlenbeck processes and common quadratic Lyapunov functions, Multiclass multiserver queueing system in the Halfin-Whitt heavy traffic regime: asymptotics of the stationary distribution, The \(G_{t}/GI/s_{t}+GI\) many-server fluid queue, Data-stories about (im)patient customers in tele-queues, Asymptotic approximations for stationary distributions of many-server queues with abandonment, Fitting birth-and-death queueing models to data, Staffing a call center with uncertain non-stationary arrival rate and flexibility, Mean sojourn times in two-queue fork-join systems: bounds and approximations, Validity of heavy-traffic steady-state approximations in many-server queues with abandonment, A Bayesian approach for predicting the popularity of tweets, Designing a call center with an IVR (interactive voice response), A stochastic programming model for scheduling call centers with global service level agreements, Fluid limits of many-server queues with reneging, Law of large numbers limits for many-server queues, Forecasting emergency medical service call arrival rates, Call centers with impatient customers: Many-server asymptotics of the M/M/\(n+G\) queue, The root-unroot algorithm for density estimation as implemented via wavelet block thresholding, Markov chain models of a telephone call center with call blending, Ergodic control of multi-class \(\mathrm{M}/\mathrm{M}/N+\mathrm{M}\) queues in the Halfin-Whitt regime, Rate-optimal Bayesian intensity smoothing for inhomogeneous Poisson processes, Stabilizing performance in a single-server queue with time-varying arrival rate, Optimal control of parallel server systems with many servers in heavy traffic, Workload forecasting for a call center: methodology and a case study, Online scheduling policies for multiclass call centers with impatient customers, Robust and data-driven approaches to call centers, Discovery, visualization and performance analysis of enterprise workflow, Outsourcing strategy in two-stage call centers, Optimizing daily agent scheduling in a multiskill call center, Fluid models of many-server queues with abandonment, SPDE limits of many-server queues, Functional principal components analysis via penalized rank one approximation, Statistical analysis and modeling of Internet VoIP traffic for network engineering, Computing bounds on the expected maximum of correlated normal variables, Forecasting time series of inhomogeneous Poisson processes with application to call center workforce management, Unsupervised empirical Bayesian multiple testing with external covariates, Approximate analysis of non-stationary loss queues and networks of loss queues with general service time distributions, Equilibrium and optimal strategies to join a queue with partial information on service times, Stochastic grey-box modeling of queueing systems: fitting birth-and-death processes to data, General hazard-type scaling of abandonment time distribution for a \(\mathrm{G}/\mathrm{Ph}/n+\mathrm{GI}\) queue in the Halfin-Whitt heavy-traffic regime, Scheduling parallel servers in the nondegenerate slowdown diffusion regime: asymptotic optimality results, Variance estimation in nonparametric regression via the difference sequence method, QBD approximations of a call center queueing model with general patience distribution, Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling, A wavelet-based hybrid approach to estimate variance function in heteroscedastic regression models, A diffusion approximation for a GI/GI/1 queue with balking or reneging, Fluid limits of many-server queues with abandonments, general service and continuous patience time distributions, Call center arrival modeling: A Bayesian state-space approach, Confidence intervals for nonparametric regression, Unnamed Item, A Fair Policy for the G/GI/N Queue with Multiple Server Pools, Asymptotic Inference for Waiting Times and Patiences in Queues with Abandonment, A TIME-VARYING CALL CENTER DESIGN VIA LAGRANGIAN MECHANICS, FORECAST ERRORS IN SERVICE SYSTEMS