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عنوان فارسی مقاله:
مدل سازی و پیش بینی مرکز تماس های ورودی: بررسی ادبیات و یک مطالعه موردی ورودی
عنوان انگلیسی مقاله:
Modeling and forecasting call center arrivals: A literature survey and a case study
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
2. Key properties of call center arrival processes
A natural model to use for call arrivals is the Poisson arrival process (Akşin et al., 2007; Cez¸ ik & L’Ecuyer, 2008; Gans et al., 2003; Garnett et al., 2002; Wallace & Whitt, 2005). This model is justified theoretically by assuming a large population of potential customers where each customer makes calls independently with a very small probability; the total number of calls made in a given time interval is then approximately Poisson. As was mentioned by Kim and Whitt (2014a), the so-called Poisson superposition theorem is a supporting limit theorem, e.g., see Barbour, Holst, and Janson (1992). Recent empirical studies have shown multiple important properties of the call arrival process, many of which are not consistent with the Poisson modeling assumption. This section describes these properties in detail; for a more abridged description, see Section 2 of Ibrahim et al. (2012).
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کلمات کلیدی:
FORECASTING CALL CENTER ARRIVALS: A COMPARATIVE ... https://www.iro.umontreal.ca/~lecuyer/myftp/papers/forecast-bell11.pdf by R Ibrahim - Cited by 1 - Related articles FORECASTING CALL CENTER ARRIVALS: A COMPARATIVE STUDY by. Rouba Ibrahim and Pierre L'Ecuyer. Department of Computer Science and ... Forecasting Call Center Arrivals: Fixed-Effects, Mixed-Effects, and ... pubsonline.informs.org/doi/pdf/10.1287/msom.1120.0405 by R Ibrahim - 2013 - Cited by 41 - Related articles We consider different statistical models for the call arrival process in telephone call centers. We evaluate the forecasting accuracy of those models by describing ... Modeling and forecasting call center arrivals: A literature survey and a ... https://uncch.pure.elsevier.com/.../modeling-and-forecasting-call-center-arrivals-a-lite... by R Ibrahim - 2016 - Cited by 8 - Related articles The effective management of call centers is a challenging task, mainly because managers consistently face considerable uncertainty. One important source of ... [PDF]Forecasting and Staffing Call Centers with Multiple Interdependent ... https://business.illinois.edu/business-administration/wp-content/.../ye_paper.pdf by H Ye - Cited by 3 - Related articles Traditionally, call centers assume that arrival rate forecasts are accurate and use point .... We present our general statistical model for forecasting multiple arrival ... Workload forecasting for a call center: Methodology and a ... - arXiv.org https://arxiv.org/pdf/1009.5741 by S Aldor-Noiman - 2010 - Cited by 61 - Related articles forecasts of the arrivals and service times at a sufficient resolution—say for .... Another model of incoming call arrivals to a US Bank call center, also em-. Searches related to forecasting call center arrivals call volume forecasting models call center arrival patterns time series analysis call center forecasting call center forecasting methods poisson process arima poisson distribution
