Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers

DOI10.1016/j.ejor.2015.10.017zbMath1346.90253OpenAlexW1785484164MaRDI QIDQ322500

Mamadou Thiongane, Haipeng Shen, Rouba Ibrahim, Pierre L'Ecuyer

Publication date: 7 October 2016

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

Full work available at URL: https://discovery.ucl.ac.uk/id/eprint/1471894/

zbMATH Keywords

correlationcall centersapplied probabilityservice timesagent heterogeneity

Mathematics Subject Classification ID

Non-Markovian processes: estimation (62M09) Applications of statistics in engineering and industry; control charts (62P30) Queueing theory (aspects of probability theory) (60K25) Queues and service in operations research (90B22) Applications of queueing theory (congestion, allocation, storage, traffic, etc.) (60K30)

Related Items (8)

Statistical theory powering data science ⋮ On the scheduling of operations in a chat contact center ⋮ Transient analysis of a two-heterogeneous servers queue with system disaster, server repair and customers' impatience ⋮ Rate-Based Daily Arrival Process Models with Application to Call Centers ⋮ Decision making under uncertain and dependent system rates in service systems ⋮ A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty ⋮ Estimation of traffic intensity from queue length data in a deterministic single server queueing system ⋮ Statistical inference for \(M_t/G/ Infinity\) queueing systems under incomplete observations

Uses Software

• JCCOptim

Cites Work

• Large-time asymptotics for the \(G_{t}/M_{t}/s_{t}+GI_{t}\) many-server fluid queue with abandonment
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• Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems
• Modeling Daily Arrivals to a Telephone Call Center
• Queue-and-Idleness-Ratio Controls in Many-Server Service Systems
• Non-parametric modelling of time-varying customer service times at a bank call centre
• Service Systems with Slowdowns: Potential Failures and Proposed Solutions
• Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
• Queueing model for call blending in call centers
• Statistical Analysis of a Telephone Call Center
• Remarks on a Multivariate Transformation

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