Call center data modeling: a queueing science approach based on Markovian arrival process

IF 2.3 2区工程技术 Q3 ENGINEERING, INDUSTRIAL

Quality Technology and Quantitative Management Pub Date : 2024-07-05 DOI:10.1080/16843703.2024.2371715

Marcos Gonzalez Bernal, Rosa Elvira Lillo, Pepa Ramirez -Cobo

引用次数: 0

Abstract

In this paper we analyze the well-known ‘Anonymous bank’ call center dataset from a queueing science viewpoint. For this purpose, fitted distributions for both the inter-arrival and service times a...

查看原文本刊更多论文

呼叫中心数据建模：基于马尔可夫到达过程的排队科学方法

本文从排队科学的角度分析了著名的 "匿名银行 "呼叫中心数据集。为此，我们对到达时间和服务时间的拟合分布进行了分析。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Quality Technology and Quantitative Management ENGINEERING, INDUSTRIAL-OPERATIONS RESEARCH & MANAGEMENT SCIENCE

CiteScore

5.10

自引率

21.40%

发文量

审稿时长

>12 weeks

期刊介绍： Quality Technology and Quantitative Management is an international refereed journal publishing original work in quality, reliability, queuing service systems, applied statistics (including methodology, data analysis, simulation), and their applications in business and industrial management. The journal publishes both theoretical and applied research articles using statistical methods or presenting new results, which solve or have the potential to solve real-world management problems.