A guide to simulation (2nd ed.)
A guide to simulation (2nd ed.)
A unified view of the IPA, SF, and LR gradient estimation techniques
Management Science
Some guidelines and guarantees for common random numbers
Management Science
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Modeling Daily Arrivals to a Telephone Call Center
Management Science
A java library for simulating contact centers
WSC '05 Proceedings of the 37th conference on Winter simulation
WSC '05 Proceedings of the 37th conference on Winter simulation
Dynamic staffing in a telephone call center aiming to immediately answer all calls
Operations Research Letters
Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers
Manufacturing & Service Operations Management
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We show via concrete illustrations how the variance can be reduced in the simulation of a telephone call center to estimate the fraction of calls answered within a given time limit. We examine the combination of a control variate and stratification with respect to a continuous input variable, and find that combining them requires care, because the optimal control variate coefficient is a function of the variable on which we stratify. In a setting where we compare two similar configurations of the center, we examine the combination of stratification with common random numbers. We show that proper use of common random numbers reduces the convergence rate of the variance of the difference of performance measures across the two systems.