Call center data modeling: a queueing science approach based on Markovian arrival process-Reference-Cited by-同舟云学术

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

Published:2024-07-05 Issue: Volume: Page:1-28
ISSN:1684-3703
Container-title:Quality Technology & Quantitative Management
language:en
Short-container-title:Quality Technology & Quantitative Management

Author:

Gonzalez Bernal Marcos¹^ORCID,Lillo Rosa Elvira¹²,Ramirez -Cobo Pepa³⁴

Affiliation:

1. Department of Statistics, Universidad Carlos III de Madrid, Madrid, Spain

2. UC3M-BS Institute of Financial Big Data, Universidad Carlos III de Madrid, Madrid, Spain

3. Department of Statistics and Operations Research, University of Cádiz, Cádiz, Spain

4. Escuela Tecnica, Instituto de Matemáticas de la Universidad de Sevilla, Sevilla, Spain

Funder

Junta de Andalucía

Ministerio de Ciencia e Innovación

Publisher

Informa UK Limited

Link

https://www.tandfonline.com/doi/pdf/10.1080/16843703.2024.2371715

Reference76 articles.

1. The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research

2. Bayesian analysis of queues with impatient customers: Applications to call centers

3. Call me maybe: Methods and practical implementation of artificial intelligence in call center arrivals’ forecasting

4. On the use of second-order descriptors to predict queueing behavior of MAPs

5. On Patient Flow in Hospitals: A Data-Based Queueing-Science Perspective

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