Modeling Daily Arrivals to a Telephone Call Center

References

• Brown L., Gans N., Mandelbaum A., Sakov A., Shen H., Zeltyn S., Zhao L. Statistical analysis of a telephone call center: A queueing-science perspective. (2002) . Technical report, The Wharton School, University of Pennsylvania, Philadelphia, PA.Google Scholar
• Deslauriers A. Modélisation et simulation d'um centre d'appels téléphoniques dans un environnement mixte. (2003) . Master's thesis, Department of Computer Science and Operations Research, University of Montréal, Montréal, Québec, CanadaGoogle Scholar
• Gans N., Koole G., Mandelbaum A. Telephone call centers: Tutorial, review, and research prospects. Manufacturing Service Oper. Management (2003) 5:79–141Link, Google Scholar
• Johnson N. L., Kotz S.Distributions in Statistics: Discrete Distributions (1969) (Houghton Mifflin, Boston, MA) Google Scholar
• Jongbloed G., Koole G. Managing uncertainty in call centers using Poisson mixtures. Appl. Stochastic Models Bus. Indust. (2001) 17:307–318Crossref, Google Scholar
• Koole G., Mandelbaum A. Queueing models of call centers: An introduction. Ann. Oper. Res. (2002) 113:41–59Crossref, Google Scholar
• Mosimann J. E. On the compound negative multinomial distribution and correlations among inversely sampled pollen counts. Biometrika (1963) 50:47–54Crossref, Google Scholar
• Shao J.Mathematical Statistics (1999) (Springer, New York) Google Scholar
• Smith B. C., Leimkuhler J. F., Darrow R. M. Yeild management at American Airlines. Interfaces (1992) 22:8–31Link, Google Scholar
• Tanir O., Booth R. J., Farrington P. A., Nemhard H. B., Sturrock D. T., Evans G. W. Call center simulation in Bell Canada. Proc. 1999 Winter Simulation Conf. (1999) 1640–1647 www.informs-cs.orgCrossref, Google Scholar
• Whitt W. Dynamic staffing in a telephone call center aiming to immediately answer all calls. Oper. Res. Lett. (1999) 24:205–212Crossref, Google Scholar