Statistical analysis of a telephone call center: A queueing-science perspective
- Auteur
- BROWN, Lawrence1 ; GANS, Noah2 ; MANDELBAUM, Avishai3 ; SAKOV, Anat4 ; SHEN, Haipeng5 ; ZELTYN, Sergey3 ; ZHAO, Linda5
[1] Department of Statistics, The Wharton School, University of Pennsylvania, Philadelphia, PA 19104, United States
[2] Department of Operations and Information Management, The Wharton School, University of Pennsylvania, Philadelphia, PA 19104, United States
[3] Faculty of Industrial Engineering and Management, Technion, Haifa, Israel
[4] Tel-Aviv University, Tel-Aviv, Israel
[5] Department of Statistics, University of North Carolina, Durham, NC 27599, United States - Source
Journal of the American Statistical Association. 2005, Vol 100, Num 469, pp 36-50, 15 p ; ref : 45 ref
- CODEN
- JSTNAL
- ISSN
- 0162-1459
- Domaine scientifique
- Mathematics
- Editeur
- American Statistical Association, Alexandria, VA
- Pays de publication
- United States
- Type de document
- Article
- Langue
- English
- Mot clé auteur
- Abandonment Arrivals Call center Censored data Erlang-A Erlang-C Human patience Inhomogeneous Poisson process Khintchine-Pollaczek formula Lognormal distribution Multiserver queue Prediction of Poisson rates Queueing science Queueing theory Service time
- Mot clé (fr)
- Analyse statistique Appel téléphonique Donnée censurée Estimation erreur Estimation moyenne Loi lognormale Méthode statistique Processus Poisson Processus arrivée Processus ponctuel Processus service Théorie file attente Théorie prévision 51E24 60G55 60K20 60K25 62G05 62G08 62Jxx 62M20 62N01 62N99 Estimation fonction Régression non paramétrique
- Mot clé (en)
- Statistical analysis Telephone call Censored data Error estimation Mean estimation Lognormal distribution Statistical method Poisson process Arrival process Point process Service process Queueing theory Forecasting theory Function estimation Nonparametric regression
- Mot clé (es)
- Análisis estadístico Llamada telefónica Estimación error Estimación promedio Ley lognormal Método estadístico Proceso Poisson Proceso llegada Proceso puntual Proceso servicio
- Classification
- Pascal
- 001 Sciences exactes et technologie / 001A Sciences et techniques communes / 001A02 Mathematiques / 001A02H Probabilités et statistiques / 001A02H01 Théorie des probabilités et processus stochastiques / 001A02H01K Processus particuliers (théorie du renouvellement, processus de renouvellement markoviens, processus semi-markoviens, modèles de la mécanique statistique, applications diverses)
- Pascal
- 001 Sciences exactes et technologie / 001A Sciences et techniques communes / 001A02 Mathematiques / 001A02H Probabilités et statistiques / 001A02H02 Statistiques / 001A02H02M Inférence à partir de processus stochastiques; analyse des séries temporelles
- Pascal
- 001 Sciences exactes et technologie / 001A Sciences et techniques communes / 001A02 Mathematiques / 001A02H Probabilités et statistiques / 001A02H02 Statistiques / 001A02H02N Applications / 001A02H02N2 Assurances, économie, finance
- Pascal
- 001 Sciences exactes et technologie / 001D Sciences appliquees / 001D01 Recherche operationnelle. Gestion / 001D01A Recherche opérationnelle et modèles formalisés de gestion / 001D01A05 Théorie des files d'attente. Théorie du trafic
- Discipline
- Mathematics Operational research. Management
- Provenance
- Inist-CNRS
- Base de données
- PASCAL
- Identifiant INIST
- 16582284
Sauf mention contraire ci-dessus, le contenu de cette notice bibliographique peut être utilisé dans le cadre d’une licence CC BY 4.0 Inist-CNRS / Unless otherwise stated above, the content of this bibliographic record may be used under a CC BY 4.0 licence by Inist-CNRS / A menos que se haya señalado antes, el contenido de este registro bibliográfico puede ser utilizado al amparo de una licencia CC BY 4.0 Inist-CNRS
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DOI
10.1198/016214504000001808 
https://dx.doi.org/10.1198/016214504000001808
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