Can Customer Arrival Rates Be Modelled by Sine Waves?
References
- (2007) The modern call center: A multi-disciplinary perspective on operations management research. Production Oper. Management 16(6):665–688.Crossref, Google Scholar
- (2013) Structural estimation of callers’ delay sensitivity in call centers. Management Sci. 59(12):2727–2746.Link, Google Scholar
- (2008) Arrival rate approximation by nonnegative cubic splines. Oper. Res. 56(1):140–156.Link, Google Scholar
- (2015) On patient flow in hospitals: A data-based queueing-science perspective. Stochastic Systems 5(1):146–194.Link, Google Scholar
- (2010) Capacity sizing under parameter uncertainty: Safety staffing principles revisited. Management Sci. 56(10):1668–1686.Link, Google Scholar
- (2001) The control of the false discovery rate in multiple testing under dependency. Ann. Statist. 29(4):1165–1188.Crossref, Google Scholar
- (2005) Statistical analysis of a telephone call center: A queueing-science perspective. J. Amer. Statist. Assoc. 100(469):36–50.Crossref, Google Scholar
- (2016) Queues with time-varying arrivals and inspections with applications to hospital discharge policies. Oper. Res. 65(2):469–495.Link, Google Scholar
- (2019) Super-resolution estimation of cyclic arrival rates. Ann. Statist. 47(3):1754–1775.Crossref, Google Scholar
- (2018) Queues driven by Hawkes processes. Stochastic Systems 8(3):192–229.Link, Google Scholar
- (2022) An ephemerally self-exciting point process. Adv. Appl. Probab. 54(2):340–403.Crossref, Google Scholar
- (2021) The co-production of service: Modeling service times in contact centers using Hawkes processes. Working paper, Marshall School of Business, the University of Southern California, Los Angeles.Google Scholar
- (2011) Practical scheduling for call center operations. Omega 39(5):550–557.Crossref, Google Scholar
- (1993) Mt/G/∞ queues with sinusoidal arrival rates. Management Sci. 39(2):241–252.Link, Google Scholar
- (2008) Staffing of time-varying queues to achieve time-stable performance. Management Sci. 54(2):324–338.Link, Google Scholar
- (2018) Functional central limit theorems for stationary Hawkes processes and application to infinite-server queues. Queueing Systems 90(1):161–206.Crossref, Google Scholar
- (1991) The pointwise stationary approximation for queues with nonstationary arrivals. Management Sci. 37(1):84–97.Link, Google Scholar
- (2001) Improving the SIPP approach for staffing service systems that have cyclic demands. Oper. Res. 49(4):549–564.Link, Google Scholar
- (2004) The real costs of turnover: Lessons from a call center. Human Resource Planning 27(3):34–42.Google Scholar
- (1979) A simple sequentially rejective multiple test procedure. Scandinavian J. Statit. 6(2):65–70.Google Scholar
- (2018) Managing queueing systems where capacity is random and customers are impatient. Production Oper. Management 27(2):234–250.Crossref, Google Scholar
- (2016) Modeling and forecasting call center arrivals: A literature survey and a case study. Internat. J. Forecasting 32(3):865–874.Crossref, Google Scholar
- (1996) Server staffing to meet time-varying demand. Management Sci. 42(10):1383–1394.Link, Google Scholar
- (2001) Managing uncertainty in call centres using Poisson mixtures. Appl. Stochastic Models Bus. Indust. 17(4):307–318.Crossref, Google Scholar
- (2014a) Are call center and hospital arrivals well modeled by nonhomogeneous Poisson processes? Manufacturing Service Oper. Management 16(3):464–480.Link, Google Scholar
- (2014b) Choosing arrival process models for service systems: Tests of a nonhomogeneous Poisson process. Naval Res. Logist. 61(1):66–90.Crossref, Google Scholar
- (2015) Staffing call centers with uncertain arrival rates and co-sourcing. Production Oper. Management 24(7):1101–1117.Crossref, Google Scholar
- (2018) Staffing to stabilize the tail probability of delay in service systems with time-varying demand. Oper. Res. 66(2):514–534.Link, Google Scholar
- (2012) Stabilizing customer abandonment in many-server queues with time-varying arrivals. Oper. Res. 60(6):1551–1564.Link, Google Scholar
- (2017) Service Enterprise Engineering (SEE) laboratory. Accessed November 28, https://seelab.net.technion.ac.il/.Google Scholar
- (2009) The M/M/n+G queue: Summary of performance measures. Technical Note, Technion, Haifa, Israel.Google Scholar
- (1996) Estimating the parameters of a nonhomogeneous Poisson process with linear rate. Telecomm. Systems 5(2):361–388.Crossref, Google Scholar
- (2011) The tide predictions for D-Day. Physics Today 64(9):35–40.Crossref, Google Scholar
- (1988) On frequency estimation. Biometrika 75(3):477–484.Crossref, Google Scholar
- (2012) Patient streaming as a mechanism for improving responsiveness in emergency departments. Oper. Res. 60(5):1080–1097.Link, Google Scholar
- (2011) Modelling non-homogeneous Poisson processes with almost periodic intensity functions. J. Royal Statist. Soc. B 73(1):99–122.Crossref, Google Scholar
- (2015) Models and insights for hospital inpatient operations: Time-dependent ED boarding time. Management Sci. 62(1):1–28.Google Scholar
- (2005) Performance measures for service systems with a random arrival rate. Kuhl ME, Steiger NM, Brad Armstrong F, Joines JA, eds. Proc. Winter Simulation Conf. (Institute of Electrical and Electronics Engineers, Piscataway, NJ), 10.Google Scholar
- (2009) Forecast errors in service systems. Probab. Engrg. Inform. Sci. 23(2):305–332.Crossref, Google Scholar
- (2021) Staffing many-server queues with autoregressive inputs. Naval Res. Logist. 68(3):312–326.Crossref, Google Scholar
- (2014) Heavy-traffic limits for queues with periodic arrival processes. Oper. Res. Lett. 42(6):458–461.Crossref, Google Scholar
- (2016) Heavy-traffic fluid limits for periodic infinite-server queues. Queueing Systems 84(1–2):111–143.Crossref, Google Scholar
- (2018) Time-varying queues. Working paper, Columbia University, New York.Google Scholar
- (2019) Forecasting arrivals and occupancy levels in an emergency department. Oper. Res. Health Care 21:1–18.Crossref, Google Scholar
- (2011) Simulation-based models of emergency departments: Operational, tactical, and strategic staffing. ACM Trans. Model. Comput. Simulation 21(4):24.Crossref, Google Scholar
- (2017) Fitting continuous piecewise linear Poisson intensities via maximum likelihood and least squares. Highland HJ, ed. Proc. 2017 Winter Simulation Conf. (Institute of Electrical and Electronics Engineers, Piscataway, NJ), 1740–1749.Google Scholar

