EURO-Online login
- New to EURO? Create an account
- I forgot my username and/or my password.
- Help with cookies
(important for IE8 users)
2576. Call center data analysis and model validation
Invited abstract in session MB-40: Advances in Stochastic Modelling and Applied Probability Ι, stream Advances in Stochastic Modelling and Learning Methods.
Monday, 10:30-12:00Room: 96 (building: 306)
Authors (first author is the speaker)
| 1. | Ger Koole
|
| Mathematics, Vrije Universiteit Amsterdam | |
| 2. | Siqiao Li
|
| VU University Amsterdam | |
| 3. | Sihan Ding
|
| Apple Inc |
Abstract
We analyze call center data on properties such as agent heterogeneity, customer patience and breaks. Then we compare simulation models that are different in the ways these properties are modeled. We classify them according to the extend in which they approach the actual service level and average waiting times. We obtain a theoretical understanding on how to distinguish between the model error and other aspects such as random noise. We conclude that modeling explicitly breaks and agent heterogeneity is crucial for obtaining a precise model.
Keywords
- Service Operations
- Simulation
- Queuing Systems
Status: accepted
Back to the list of papers