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：人类远程标题的服务工程：基于经验的电话中心呼叫中心的随机分析是一个服务网络，在该网络中，代理商在这里提供电视服务，在这里可以解释为基于电话的服务，或者更一般而言，与客户和服务器相对于彼此而言，与任何在线服务有关。合理的科学原则是维持呼叫中心复杂的社会技术事业的先决条件。总体目标是为支持这些原则并创建新的理论做出贡献。拟议的研究是根据对呼叫中心操作的两个独特记录的分析来建立的。这些包含大约两个不同大小和操作特征的两个呼叫中心的一年的操作中的完整呼叫数据。这些数据将进行分析，以了解它们实际运行的中心的数学排队和网络特征。将要特别注意对规模和效率在此类操作中的作用的理解。然后，这两个呼叫中心的操作特征将适应其操作的现实数学模型。根据已经完成的初步工作，预计这些数学模型在重要方面与当前用于分析和预测此类大规模服务操作的绩效的数学方面有所不同。特别是，预计将专门开发新的理论来建模在高量高效率领域中运行的中心的排队特征。可以自然地将其视为排队系统。呼叫中心使用最广泛的排队模型是ERLANG-C模型，也表示M/M/S队列。 ERLANG-C模型在几个方面都是呼叫中心的准确模型。其中之一是，它在等待时不能容纳客户的不耐烦。 Erlang-C模型还涉及其他假设，例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，并将根据需要开发修改的理论。统计分析将根据呼叫中心的原始元素得出：系统到达，排队行为和服务。然后将分析这些原语的相互作用，并将检查替代排队模型。