Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
نویسندگان
چکیده
منابع مشابه
Inter-dependent, heterogeneous, and time-varying service-time distributions in call centers
Traditionally, both researchers and practitioners rely on standard Erlang queueing models to analyze call center operations. Going beyond such simple models has strong implications, as is evidenced by theoretical advances in the recent literature. However, there is very little empirical research to support that body of theoretical work. In this paper, we carry out a large-scale data-based inves...
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ژورنال
عنوان ژورنال: European Journal of Operational Research
سال: 2016
ISSN: 0377-2217
DOI: 10.1016/j.ejor.2015.10.017