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- Publisher Website: 10.1109/WSC.2014.7019913
- Scopus: eid_2-s2.0-84940520613
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Conference Paper: Scaling and modeling of call center arrivals
| Title | Scaling and modeling of call center arrivals |
|---|---|
| Authors | |
| Issue Date | 2015 |
| Publisher | IEEE. |
| Citation | 2014 Winter Simulation Conference (WSC 2014), Savanah, GA, 7-10 December 2014. In Proceedings - Winter Simulation Conference, 2015, p. 476-485 How to Cite? |
| Abstract | © 2014 IEEE. The Poisson process has been an integral part of many models for the arrival process to a telephone call centers. However, several publications in recent years suggest the presence of a significant 'overdisperson' relative to the Poisson process in real-life call center arrival data. In this paper, we study the overdispersion in the context of 'heavy traffic' and identify a critical factor that characterizes the stochastic variability of the arrivals to their averages. We refer to such a factor as the scaling parameter and it potentially has a profound impact on the design of staffing rules. We propose an new model to capture the scaling parameter in this paper. |
| Persistent Identifier | http://hdl.handle.net/10722/271474 |
| ISSN | 2023 SCImago Journal Rankings: 0.272 |
| DC Field | Value | Language |
|---|---|---|
| dc.contributor.author | Zhang, Xiaowei | - |
| dc.contributor.author | Hong, L. Jeff | - |
| dc.contributor.author | Zhang, Jiheng | - |
| dc.date.accessioned | 2019-07-02T07:16:10Z | - |
| dc.date.available | 2019-07-02T07:16:10Z | - |
| dc.date.issued | 2015 | - |
| dc.identifier.citation | 2014 Winter Simulation Conference (WSC 2014), Savanah, GA, 7-10 December 2014. In Proceedings - Winter Simulation Conference, 2015, p. 476-485 | - |
| dc.identifier.issn | 0891-7736 | - |
| dc.identifier.uri | http://hdl.handle.net/10722/271474 | - |
| dc.description.abstract | © 2014 IEEE. The Poisson process has been an integral part of many models for the arrival process to a telephone call centers. However, several publications in recent years suggest the presence of a significant 'overdisperson' relative to the Poisson process in real-life call center arrival data. In this paper, we study the overdispersion in the context of 'heavy traffic' and identify a critical factor that characterizes the stochastic variability of the arrivals to their averages. We refer to such a factor as the scaling parameter and it potentially has a profound impact on the design of staffing rules. We propose an new model to capture the scaling parameter in this paper. | - |
| dc.language | eng | - |
| dc.publisher | IEEE. | - |
| dc.relation.ispartof | Proceedings - Winter Simulation Conference | - |
| dc.title | Scaling and modeling of call center arrivals | - |
| dc.type | Conference_Paper | - |
| dc.description.nature | link_to_subscribed_fulltext | - |
| dc.identifier.doi | 10.1109/WSC.2014.7019913 | - |
| dc.identifier.scopus | eid_2-s2.0-84940520613 | - |
| dc.identifier.spage | 476 | - |
| dc.identifier.epage | 485 | - |
| dc.identifier.issnl | 0891-7736 | - |