Staffing call centers under arrival-rate uncertainty with Bayesian updates

DOI10.1016/j.orl.2018.04.003OpenAlexW2800524679WikidataQ88645931 ScholiaQ88645931MaRDI QIDQ2417171

David P. Morton, Vijay Mehrotra, Jing Zan, John J. Hasenbein

Publication date: 11 June 2019

Published in: Operations Research Letters (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1016/j.orl.2018.04.003

zbMATH Keywords

stochastic programmingquality-of-serviceBayesian updatecall center staffingErlang-C

Mathematics Subject Classification ID

Operations research, mathematical programming (90-XX)

Related Items (2)

The setting and optimization of quick queue with customer loss ⋮ Decision making under uncertain and dependent system rates in service systems

Cites Work

• Staffing a call center with uncertain non-stationary arrival rate and flexibility
• A stochastic programming model for scheduling call centers with global service level agreements
• Dynamic routing and admission control in high-volume service systems: Asymptotic analysis via multi-scale fluid limits
• On the continued Erlang loss function
• Modeling Daily Arrivals to a Telephone Call Center
• A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center
• FORECAST ERRORS IN SERVICE SYSTEMS
• Managing uncertainty in call centres using Poisson mixtures
• Statistical Analysis of a Telephone Call Center

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