Should we model dependence and nonstationarity, and if so how?
WSC '05 Proceedings of the 37th conference on Winter simulation
Modeling and simulation of call centers
WSC '05 Proceedings of the 37th conference on Winter simulation
A java library for simulating contact centers
WSC '05 Proceedings of the 37th conference on Winter simulation
Performance measures for service systems with a random arrival rate
WSC '05 Proceedings of the 37th conference on Winter simulation
Variance reduction in the simulation of call centers
Proceedings of the 38th conference on Winter simulation
Call-Routing Schemes for Call-Center Outsourcing
Manufacturing & Service Operations Management
Partial cross training in call centers with uncertain arrivals and global service level agreements
Proceedings of the 39th conference on Winter simulation: 40 years! The best is yet to come
Forecast errors in service systems
Probability in the Engineering and Informational Sciences
On a Data-Driven Method for Staffing Large Call Centers
Operations Research
Real-Time Delay Estimation Based on Delay History
Manufacturing & Service Operations Management
Intelligent service quality management system based on analysis and forecast of VOC
Expert Systems with Applications: An International Journal
Retail store workforce scheduling by expected operating income maximization
CPAIOR'11 Proceedings of the 8th international conference on Integration of AI and OR techniques in constraint programming for combinatorial optimization problems
On generating multivariate Poisson data in management science applications
Applied Stochastic Models in Business and Industry
Service-Level Variability of Inbound Call Centers
Manufacturing & Service Operations Management
On the modeling and forecasting of call center arrivals
Proceedings of the Winter Simulation Conference
Using Business Intelligence for Operational Decision-Making in Call Centers
International Journal of Decision Support System Technology
Fitting the Pht/Mt/s/c Time-Dependent Departure Process for Use in Tandem Queueing Networks
INFORMS Journal on Computing
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We develop stochastic models of time-dependent arrivals, with focus on the application to call centers. Our models reproduce three essential features of call center arrivals observed in recent empirical studies: a variance larger than the mean for the number of arrivals in any given time interval, a time-varying arrival intensity over the course of a day, and nonzero correlation between the arrival counts in different periods within the same day. For each of the new models, we characterize the joint distribution of the vector of arrival counts, with particular focus on characterizing how the new models are more flexible than standard or previously proposed models. We report empirical results from a study on arrival data from a real-life call center, including the essential features of the arrival process, the goodness of fit of the estimated models, and the sensitivity of various simulated performance measures of the call center to the choice of arrival process model.