Rate-based daily arrival process models with application to call centers

DOI10.1287/OPRE.2016.1484MaRDI QIDQ5740227zbMATH OpenOpenAlexFDO

Authors Boris N. Oreshkin, Nazim Réegnard, Pierre L'Ecuyer

Publication date 25 July 2016

Published in Operations Research (Search for Journal in Brave)

Full work available at URL https://semanticscholar.org/paper/4f532958d3dbd55c4dec732da44e0018d8c7ddde

zbMATH Keywords

arrival processarrival ratecall centerscopulacorrelationdoubly stochastic Poisson processinput modeling

Mathematics Subject Classification ID

Point processes (e.g., Poisson, Cox, Hawkes processes) (60G55) Queueing theory (aspects of probability theory) (60K25) Performance evaluation, queueing, and scheduling in the context of computer systems (68M20) Queues and service in operations research (90B22)

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Cites work

• A normal copula model for the arrival process in a call center
• Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
• Dynamic staffing in a telephone call center aiming to immediately answer all calls
• Efficient correlation matching for fitting discrete multivariate distributions with arbitrary marginals and normal-copula dependence
• FORECAST ERRORS IN SERVICE SYSTEMS
• Improving service by informing customers about anticipated delays
• Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
• Managing uncertainty in call centres using Poisson mixtures
• Modeling Daily Arrivals to a Telephone Call Center
• Optimizing call center staffing using simulation and analytic center cutting-plane methods
• Staffing call centers with uncertain demand forecasts: a chance-constrained optimization approach
• Statistical Analysis of a Telephone Call Center
• The stochastic root-finding problem: overview, solutions, and open questions
• Workload forecasting for a call center: methodology and a case study

Cited in

(10)

• A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty
• On a multistage discrete stochastic optimization problem with stochastic constraints and nested sampling
• Modeling latent sources in call center arrival data
• Call center arrival modeling: a Bayesian state-space approach
• To Wait or Not to Wait: Two-Way Functional Hazards Model for Understanding Waiting in Call Centers
• Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
• Modeling Time-Dependent Arrivals to Service Systems: A Case in Using a Piecewise-Polynomial Rate Function in a Nonhomogeneous Poisson Process
• Managing uncertainty in call centres using Poisson mixtures
• An optimal callback policy for general arrival processes: a pathwise analysis
• Forecasting emergency medical service call arrival rates

Describes a project that uses

Uses Software

• ContactCenters

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