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Call center data modeling: a queueing science approach based on Markovian arrival process
16 references·0 citing·30 second hop
Call center data modeling: a queueing science approach based on Markovian arrival process (2024)Call center data modeling: a queueing sci…The Theory of Queuing Systems with Correlated Flows (2019)The Theory of Queuing Systems…Input Modeling with Phase-Type Distributions and Markov Models (2014)Input Modeling with Phase-Typ…Fundamentals of Matrix-Analytic Methods (2013)Fundamentals of Matrix-Analyt…Markovian Arrival Process Parameter Estimation With Group Data (2009)Markovian Arrival Process Par…The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…The BMAP/G/1 queue: A tutorial (2005)The BMAP/G/1 queue: A tutorialStatistical Analysis of a Telephone Call Center (2005)Statistical Analysis of a Tel…Modeling Daily Arrivals to a Telephone Call Center (2004)Modeling Daily Arrivals to a …Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Modeling IP traffic using the batch Markovian arrival process (2003)Modeling IP traffic using the…An EM Algorithm for Batch Markovian Arrival Processes and its Comparison to a Simpler Estimation Procedure (2002)An EM Algorithm for Batch Mar…The Batch Markovian Arrival Process: A Review and Future Work (2001)The Batch Markovian Arrival P…Marked point processes as limits of Markovian arrival streams (1993)Marked point processes as lim…New results on the single server queue with a batch markovian arrival process (1991)New results on the single ser…A single-server queue with server vacations and a class of non-renewal arrival processes (1990)A single-server queue with se…The N/G/1 queue and its detailed analysis (1980)The N/G/1 queue and its detai…Comparison Methods for Queues and Other Stochastic Models (1984)Comparison Methods for Queues and Other Stochastic Models. (1986)The transient BMAP/G/l queue (1994)Structural results for the control of queueing systems using event-based dynamic programming (1998)The Queueing Network Analyzer (1983)A Markov Modulated Characterization of Packetized Voice and Data Traffic and Related Statistical Multiplexer Performance (1986)Stochastic Modeling and the Theory of Queues (1989)Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)Forecasting: theory and practice (2022)The Markov-modulated Poisson process (MMPP) cookbook (1993)An EM-Algorithm for MAP Fitting from Real Traffic Data (2003)Multi-class Markovian arrival processes and their parameter fitting (2010)Queueing systems with vacations ? A survey (1986)Traffic modeling for telecommunications networks (1994)Introduction to the Theory of Queues (1963)Introduction to the Theory of Queues. (1963)A stable recursion for the steady state vector in markov chains of m/g/1 type (1988)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)The measurement of experienced burnout (1981)Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior (2011)Personnel scheduling: A literature review (2012)Vacation Queueing Models Theory and Applications (2006)Retrial Queueing Systems: A Computational Approach (2008)Stability criterion of a multiserver model with simultaneous service (2015)Stability Analysis of a MAP/M/s Cluster Model by Matrix-Analytic Method (2016)Cost Optimization of an Unreliable server queue with two stage service process under hybrid vacation policy (2022)Analysis of a multi-server retrial queue with search of customers from the orbit (2005)Multi-dimensional asymptotically quasi-Toeplitz Markov chains and their application in queueing theory (2006)Queues with interruptions: a survey (2012)
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References

  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 1991New results on the single server queue with a batch markovian arrival process1,085 cited
  • 2005Statistical Analysis of a Telephone Call Center804 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 1990A single-server queue with server vacations and a class of non-renewal arrival processes535 cited
  • 2013Fundamentals of Matrix-Analytic Methods311 cited
  • 1980The N/G/1 queue and its detailed analysis286 cited
  • 2003Modeling IP traffic using the batch Markovian arrival process251 cited
  • 1993Marked point processes as limits of Markovian arrival streams234 cited
  • 2001The Batch Markovian Arrival Process: A Review and Future Work223 cited
  • 2004Modeling Daily Arrivals to a Telephone Call Center209 cited
  • 2005The BMAP/G/1 queue: A tutorial199 cited
  • 2019The Theory of Queuing Systems with Correlated Flows143 cited
  • 2014Input Modeling with Phase-Type Distributions and Markov Models138 cited
  • 2009Markovian Arrival Process Parameter Estimation With Group Data97 cited

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  • 2002An EM Algorithm for Batch Markovian Arrival Processes and its Comparison to a Simpler Estimation Procedure90 cited
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