Add to ORKGAnalysis of Call Center Data A call center is a place where a group of agents service customers remotely via the telephone. Queueing theory is used extensively in the study of call centers. One of the most important statistical models used to predict call arrivals in queueing theory is the Poisson process. This paper summarizes the results of the application of this model in the study of call arrivals to a particular bank. Specifically, the call arrivals to the VRU (Voice Response Unit) and to the service queue are examined. These calls are put through different techniques that test whether the actual data conform to the hypothetical model for a Poisson process. An explanation of each of these tests and the results are described in this pap...
This paper contains additional material supplementing the main paper to be published in Management S...
The effective management of call centers is a challenging task mainly because managers are consisten...
In spite of increasingly sophisticated workforce management tools, a significant gap remains between...
A call center is a place where a group of agents service customers remotely via the telephone. Queue...
A call center is a service network in which agents provide telephone-based services. Customers who s...
A call center is a service network in which agents provide telephone-based services. Customers that ...
It is usually assumed that the arrivals to a queue will follow a Poisson process. In its simplest fo...
The Poisson process has been widely used in the literature to model call center arrivals. In recent ...
Statistical theory suggests that call arrivals to a telephone exchange follow a Poisson process and ...
We develop stochastic models of time-dependent arrivals, with focus on the application to call cente...
It is commonly assumed that the arrival process of cus-tomers to a service system is a nonhomogeneou...
This is a survey of some academic research on telephone call centers. The surveyed research has its ...
We review and discuss the key issues in building statistical models for the call arrival process in ...
An algorithm is developed to rapidly compute approximations for all the standard steady-state perfor...
It is commonly assumed that the arrival process of customers to a service stystem is a nonhomogeneou...
This paper contains additional material supplementing the main paper to be published in Management S...
The effective management of call centers is a challenging task mainly because managers are consisten...
In spite of increasingly sophisticated workforce management tools, a significant gap remains between...
A call center is a place where a group of agents service customers remotely via the telephone. Queue...
A call center is a service network in which agents provide telephone-based services. Customers who s...
A call center is a service network in which agents provide telephone-based services. Customers that ...
It is usually assumed that the arrivals to a queue will follow a Poisson process. In its simplest fo...
The Poisson process has been widely used in the literature to model call center arrivals. In recent ...
Statistical theory suggests that call arrivals to a telephone exchange follow a Poisson process and ...
We develop stochastic models of time-dependent arrivals, with focus on the application to call cente...
It is commonly assumed that the arrival process of cus-tomers to a service system is a nonhomogeneou...
This is a survey of some academic research on telephone call centers. The surveyed research has its ...
We review and discuss the key issues in building statistical models for the call arrival process in ...
An algorithm is developed to rapidly compute approximations for all the standard steady-state perfor...
It is commonly assumed that the arrival process of customers to a service stystem is a nonhomogeneou...
This paper contains additional material supplementing the main paper to be published in Management S...
The effective management of call centers is a challenging task mainly because managers are consisten...
In spite of increasingly sophisticated workforce management tools, a significant gap remains between...