On the estimation of the true demand in call centers with redials and reconnects

DOI10.1016/J.EJOR.2015.04.018zbMath1346.90247OpenAlexW2154773934MaRDI QIDQ319755

Mohammad Hasan, M. Dambrine

Publication date: 6 October 2016

Published in: European Journal of Operational Research (Search for Journal in Brave)

Full work available at URL: https://ir.cwi.nl/pub/23873

zbMATH Keywords

queueingcall centersforecastingreconnectsredials

Mathematics Subject Classification ID

Applications of statistics in engineering and industry; control charts (62P30) Queues and service in operations research (90B22)

Related Items (1)

Staffing many‐server queues with autoregressive inputs

Cites Work

• On the interaction between retrials and sizing of call centers
• Bounds for the difference between median and mean of gamma and Poisson distributions
• Numerical calculation of the stationary distribution of the main multiserver retrial queue
• The impact of retrials on call center performance
• Estimation of retrial rate in a retrial queue
• Approximation of the non-stationary \(M(t)/M(t)/c(t)\)-queue using stationary queueing models: The stationary backlog-carryover approach
• Optimal Estimation of Executive Compensation by Linear Programming
• Modeling Daily Arrivals to a Telephone Call Center
• A Comparison of Univariate Time Series Methods for Forecasting Intraday Arrivals at a Call Center
• Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
• FORECAST ERRORS IN SERVICE SYSTEMS
• Managing uncertainty in call centres using Poisson mixtures
• Statistical Analysis of a Telephone Call Center

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