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

摘要：题目：人类电话队列的服务工程：基于经验的电话呼叫中心随机分析呼叫中心是一个服务网络，在这个网络中，座席提供电话服务，这里可以解释为基于电话的服务，或者更一般地说，是客户和服务器彼此远程的任何在线服务。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。总体目标是为支持这些原则的理论做出贡献，并创造新的原则。提出的研究建立在对呼叫中心运营的两个独特记录的分析之上。其中包含两个不同规模和业务特征的呼叫中心在大约一年的时间里的完整呼叫数据。将对这些数据进行分析，以便了解这些中心实际运行时的数学排队和网络特征。将特别注意发展对这种行动的规模和效率的作用的理解。然后，这两个呼叫中心的操作特征将被适应为其操作的现实数学模型。在已经完成的初步工作的基础上，预期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业务执行情况的数学模型。特别是，预计将有新的理论专门用于模拟在高容量高效率领域运行的中心的排队特征。呼叫中心可以被看作是自然而有用的排队系统。使用最广泛的呼叫中心排队模型是Erlang-C模型，也称为M/M/S队列。Erlang-C模型作为呼叫中心的精确模型在几个方面存在不足。其中之一是，它不能满足顾客在等待时的不耐烦。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。这些理论将根据数据进行检验，并根据需要发展修正理论。统计分析将根据呼叫中心的基本元素：系统到达、排队行为和服务派生。然后将分析这些原语的交互，并检查备选队列模型。

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.