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Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective

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Author Info

  • Lawrence Brown
  • Noah Gans
  • Avishai Mandelbaum
  • Anat Sakov
  • Haipeng Shen
  • Sergey Zeltyn
  • Linda Zhao
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    Abstract

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    File URL: http://www.ingentaconnect.com/content/asa/jasa/2005/00000100/00000469/art00005
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    Bibliographic Info

    Article provided by American Statistical Association in its journal Journal of the American Statistical Association.

    Volume (Year): 100 (2005)
    Issue (Month): (March)
    Pages: 36-50

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    Handle: RePEc:bes:jnlasa:v:100:y:2005:p:36-50

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    Cited by:
    1. Creemers, Stefan & Defraeye, Mieke & Van Nieuwenhuyse, Inneke, 2013. "A Markov model for measuring service levels in nonstationary G(t)/G(t)/s(t)+G(t) queues," Open Access publications from Katholieke Universiteit Leuven urn:hdl:123456789/397178, Katholieke Universiteit Leuven.
    2. Zhang, Ping & Serban, Nicoleta, 2007. "Discovery, visualization and performance analysis of enterprise workflow," Computational Statistics & Data Analysis, Elsevier, vol. 51(5), pages 2670-2687, February.
    3. Izady, N. & Worthington, D., 2011. "Approximate analysis of non-stationary loss queues and networks of loss queues with general service time distributions," European Journal of Operational Research, Elsevier, vol. 213(3), pages 498-508, September.
    4. Nabil Channouf & Pierre L’Ecuyer & Armann Ingolfsson & Athanassios Avramidis, 2007. "The application of forecasting techniques to modeling emergency medical system calls in Calgary, Alberta," Health Care Management Science, Springer, vol. 10(1), pages 25-45, February.
    5. Dietz, Dennis C., 2011. "Practical scheduling for call center operations," Omega, Elsevier, vol. 39(5), pages 550-557, October.

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