Managing uncertainty in call centres using Poisson mixtures

被引：97

作者：

Jongbloed, G ^{[1
]}

Koole, G ^{[1
]}

机构：

[1] Free Univ Amsterdam, Div Math & Comp Sci, NL-1081 HV Amsterdam, Netherlands

来源：

APPLIED STOCHASTIC MODELS IN BUSINESS AND INDUSTRY | 2001年 / 17卷 / 04期

关键词：

scheduling; overdispersion; service level; call centre; Poisson mixture;

D O I：

10.1002/asmb.444

中图分类号：

C93 [管理学]; O22 [运筹学];

学科分类号：

070105 ; 12 ; 1201 ; 1202 ; 120202 ;

摘要：

We model a call centre as a queueing model with Poisson arrivals having an unknown varying arrival rate. We show how to compute prediction intervals for the arrival rate, and use the Erlang formula for the waiting time to compute the consequences for the occupancy level of the call centre. We compare it to the current practice of using a point estimate of the arrival rate (assumed constant) as forecast. Copyright (C) 2001 John Wiley & Sons, Ltd.

引用

页码：307 / 318

页数：12

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