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

基本信息

  • 批准号:
    0223304
  • 负责人:
  • 金额:
    --
  • 依托单位:
  • 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

项目摘要

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。

项目成果

期刊论文数量(0)
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Lawrence Brown其他文献

Surveillance results and bone effects in the Gulf War depleted uranium-exposed cohort
海湾战争贫铀暴露人群的监测结果和骨骼影响
  • DOI:
  • 发表时间:
    2018
  • 期刊:
  • 影响因子:
    0
  • 作者:
    M. McDiarmid;Marianne Cloeren;J. Gaitens;S. Hines;E. Streeten;Richard J. Breyer;Clayton H. Brown;M. Condon;T. Roth;M. Oliver;Lawrence Brown;M. Dux;M. Lewin;Frederick G. Strathmann;Maria A. Velez;P. Gucer
  • 通讯作者:
    P. Gucer
Correction to: Working with Misspecified Regression Models
  • DOI:
    10.1007/s10940-020-09464-8
  • 发表时间:
    2020-06-01
  • 期刊:
  • 影响因子:
    3.300
  • 作者:
    Richard Berk;Lawrence Brown;Andreas Buja;Edward George;Linda Zhao
  • 通讯作者:
    Linda Zhao
Biologic monitoring and surveillance results for the department of veterans affairs' depleted uranium cohort: Lessons learned from sustained exposure over two decades.
退伍军人事务部贫铀队列的生物监测和监测结果:二十年来持续暴露的经验教训。
  • DOI:
    10.1002/ajim.22435
  • 发表时间:
    2015
  • 期刊:
  • 影响因子:
    3.5
  • 作者:
    M. McDiarmid;J. Gaitens;S. Hines;M. Condon;T. Roth;M. Oliver;P. Gucer;Lawrence Brown;J. Centeno;E. Streeten;K. Squibb
  • 通讯作者:
    K. Squibb
Health effects of depleted uranium on exposed Gulf War veterans.
贫铀对暴露的海湾战争退伍军人的健康影响。
  • DOI:
  • 发表时间:
    2000
  • 期刊:
  • 影响因子:
    8.3
  • 作者:
    M. McDiarmid;James P. Keogh;Frank J. Hooper;Kathleen McPhaul;K. Squibb;Robert L. Kane;R. DiPino;M. Kabat;Bruce Kaup;Larry D. Anderson;D. Hoover;Lawrence Brown;Matthew M. Hamilton;David Jacobson;Belton A. Burrows;Mark Walsh
  • 通讯作者:
    Mark Walsh
The Gulf War Depleted Uranium Cohort at 20 years: Bioassay Results and Novel Approaches to Fragment Surveillance
海湾战争 20 年后的贫铀队列:生物测定结果和碎片监视的新方法
  • DOI:
    10.1097/hp.0b013e31827b1740
  • 发表时间:
    2013
  • 期刊:
  • 影响因子:
    2.2
  • 作者:
    M. McDiarmid;J. Gaitens;S. Hines;Richard J. Breyer;J. Wong;Susan M. Engelhardt;M. Oliver;P. Gucer;Robert L. Kane;A. Cernich;Bruce Kaup;D. Hoover;A. Gaspari;Juan Liu;Erin M. Harberts;Lawrence Brown;J. Centeno;Patrick J. Gray;Hanna Xu;K. Squibb
  • 通讯作者:
    K. Squibb

Lawrence Brown的其他文献

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{{ truncateString('Lawrence Brown', 18)}}的其他基金

Collaborative Research: Inference for Linear Model Parameters in Model-free Populations
合作研究:无模型群体中线性模型参数的推断
  • 批准号:
    1310795
  • 财政年份:
    2013
  • 资助金额:
    --
  • 项目类别:
    Standard Grant
Post Model Selection Inference and Empirical Bayes Methods
模型选择后推理和经验贝叶斯方法
  • 批准号:
    1007657
  • 财政年份:
    2010
  • 资助金额:
    --
  • 项目类别:
    Standard Grant
Seventh International Workshop on Objective Bayesian Methodology; Philadelphia, PA
第七届客观贝叶斯方法论国际研讨会;
  • 批准号:
    0924257
  • 财政年份:
    2009
  • 资助金额:
    --
  • 项目类别:
    Standard Grant
Shrinkage Estimation in Modern Statistics
现代统计学中的收缩估计
  • 批准号:
    0707033
  • 财政年份:
    2007
  • 资助金额:
    --
  • 项目类别:
    Continuing grant
Prediction for Multi-factor Point Process Models
多因素点过程模型的预测
  • 批准号:
    0405716
  • 财政年份:
    2004
  • 资助金额:
    --
  • 项目类别:
    Standard Grant
Asymptotic Equivalence in Nonparametric Function Problems-Theory and Applications
非参数函数问题中的渐近等价-理论与应用
  • 批准号:
    9971751
  • 财政年份:
    1999
  • 资助金额:
    --
  • 项目类别:
    Continuing grant
Dissertation Research: Making Ends Meet: Differences AmongYoruba Women in Benin in the use of a Multiple Enterprise Economic Strategy
论文研究:收支平衡:贝宁约鲁巴妇女在使用多元化企业经济战略方面的差异
  • 批准号:
    9711900
  • 财政年份:
    1997
  • 资助金额:
    --
  • 项目类别:
    Standard Grant
Mathematical Sciences: Three Topics in Mathematical Statistics
数学科学:数理统计的三个主题
  • 批准号:
    9626118
  • 财政年份:
    1996
  • 资助金额:
    --
  • 项目类别:
    Continuing grant
Mathematical Sciences: Investigations in Mathematical Statistics
数学科学:数理统计研究
  • 批准号:
    9596094
  • 财政年份:
    1994
  • 资助金额:
    --
  • 项目类别:
    Continuing grant
Mathematical Sciences: Investigations in Mathematical Statistics
数学科学:数理统计研究
  • 批准号:
    9310228
  • 财政年份:
    1993
  • 资助金额:
    --
  • 项目类别:
    Continuing Grant

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Frontiers of Environmental Science & Engineering
  • 批准号:
    51224004
  • 批准年份:
    2012
  • 资助金额:
    20.0 万元
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Chinese Journal of Chemical Engineering
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