Workload forecasting for a call center: methodology and a case study

DOI10.1214/09-AOAS255zbMath1185.62204arXiv1009.5741OpenAlexW2171919935MaRDI QIDQ965108

Avishai Mandelbaum, Paul D. Feigin, Sivan Aldor-Noiman

Publication date: 21 April 2010

Published in: The Annals of Applied Statistics (Search for Journal in Brave)

Full work available at URL: https://arxiv.org/abs/1009.5741

zbMATH Keywords

call centersexogenous variablesQED regimeforecasting arrival countsquare-root staffing

Mathematics Subject Classification ID

Management decision making, including multiple objectives (90B50) Applications of statistics (62P99) Inference from stochastic processes (62M99) Applications of queueing theory (congestion, allocation, storage, traffic, etc.) (60K30)

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Uses Software

• R
• DATA-MOCCA

Cites Work

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