Service Engineering of Human Tele-Queues: Empirically Based Stochastic Analysis of Telephone Call Centers

人工电话队列服务工程：基于经验的电话呼叫中心随机分析

• 批准号: 0223304
• 负责人: Lawrence Brown
• 金额: --
• 依托单位: University of Pennsylvania
• 依托单位国家: 美国
• 项目类别: Standard Grant
• 财政年份: 2002
• 资助国家: 美国
• 起止时间: 2002-07-15 至 2003-12-31
• 项目状态: 已结题
• 来源: https://www.nsf.gov/awardsearch/showAward?AWD_ID=0223304&HistoricalAwards=false
• 关键词: Service; Engineering; Human; Tele; Queues

AbstractPI: Lawrence Brown (Proposal ID: 0223304)Title: Service Engineering of Human Tele-Queues: Empirically Based Stochastic Analysis of Telephone Call CentersA call center is a service network in which agents provide tele-services, here to be interpreted as either telephone-based services or, more generally, any online-service with customers and servers being remote from each other. Sound scientific principles are prerequisites for sustaining the complex socio-technical enterprise of the call center. The overall goal is to contribute to the theory that supports these principles and to the creation of new ones.The proposed research builds from an analysis of two unique records of call center operations. These contain complete call-by-call data for the operation over approximately one year of two call centers of different size and operational character. This data will be analyzed in order to understand the mathematical queueing and network characteristics of such centers as they actually operate. Special attention will be given to developing an understanding of the role of scale and efficiency in relation to such operations. The operational features of these two call centers will then be adapted into realistic mathematical models for their operations. On the basis of preliminary work already done, it is expected that these mathematical models will differ in important respects from those in current use for analyzing and predicting performance of such large-scale service operations. In particular, it is expected that new theory will be specifically developed to model the queueing characteristics of centers that operate in the high-volume high-efficiency domain.Call centers can be viewed naturally and usefully as queueing systems. The most widely used queueing model for a call center is the Erlang-C model, also denoted the M/M/S queue. The Erlang-C model is deficient as an accurate model of a call center in several respects. One of these is that it does not accommodate customers' impatience while waiting. The Erlang-C model also involves other assumptions such as Poisson arrival times and exponential service times. These will be tested against the data, and modified theory will be developed as needed. The statistical analysis will be derived according to the primitive elements of a call-center: system arrivals, queueing behavior, and services. The interactions of these primitives will then be analyzed, and alternate queueing models will be examined.

摘要PI：Lawrence Brown（提案ID：0223304）标题：人类远程服务工程：基于经验的电话呼叫中心的随机分析呼叫中心是一个服务网络，其中代理人提供远程服务，这里可以解释为基于电话的服务，或者更一般地说，任何在线服务，客户和服务器彼此远离。健全的科学原则是维持呼叫中心复杂的社会技术企业的先决条件。总的目标是有助于理论，支持这些原则，并创建新的。拟议的研究建立在两个独特的呼叫中心业务记录的分析。这些包含两个不同规模和运营特征的呼叫中心大约一年的运营的完整呼叫数据。将对这些数据进行分析，以了解这些中心实际运行时的数学模型和网络特征。将特别注意逐步了解规模和效率在这类业务中的作用。这两个呼叫中心的业务特点，然后将适应到现实的数学模型，为他们的业务。在已经完成的初步工作的基础上，预计这些数学模型将在重要方面不同于目前用于分析和预测这种大规模服务操作的性能的那些数学模型。特别是，预计新的理论将专门开发，以模拟在高容量高效率域中运行的呼叫中心的呼叫特征。呼叫中心可以被自然地和有效地视为呼叫系统。呼叫中心最广泛使用的排队模型是Erlang-C模型，也称为M/M/S队列。Erlang-C模型作为呼叫中心的准确模型在几个方面存在缺陷。其中之一是，它不适应客户的不耐烦，而等待。Erlang-C模型还涉及其他假设，如泊松到达时间和指数服务时间。这些将根据数据进行测试，并根据需要开发修改的理论。统计分析将根据呼叫中心的基本要素：系统到达、呼叫行为和服务来进行。然后将分析这些基元的相互作用，并检查替代的嵌入模型。