Statistical Analysis of a Telephone Call Center
Authors:
- Lawrence BrownLBLawrence Brown
- Noah GansNGNoah Gans
- Avishai MandelbaumAMAvishai Mandelbaum
- Anat SakovASAnat Sakov
- Haipeng ShenHSHaipeng Shen
- Sergey ZeltynSZSergey Zeltyn
- Linda ZhaoLZLinda Zhao
- 1 March 2005
- journal article
- Published by Taylor & Francis in Journal of the American Statistical Association
- Vol. 100 (469) , 36-50
Abstract
A call center is a service network in which agents provide telephone-based services. Customers who seek these services are delayed in tele-queues. This article summarizes an analysis of a unique re...Keywords
This publication has 3 references indexed in Scilit:
- Dimensioning Large Call CentersOperations Research, 2004
- Long-range dependence and heavy-tail modeling for teletraffic dataIEEE Signal Processing Magazine, 2002
- Asymptotically optimal difference-based estimation of variance in nonparametric regressionBiometrika, 1990