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Call Center Model.
CALL CENTER
Subsections
Introduction
Outline
Assumptions, Notations, and Objectives
Calculation of Stationary Probabilities
Asymptotic Expressions
"Surrogate" Services
Call Rate Estimation
Optimization of Number of Servers
Monte Carlo Simulation (MCS)
Event Generation
Monte Carlo Errors
Stopping Monte Carlo
Common Waiting
Analytical Approximation: Reservation Model
Statistical Approximation: Monte Carlo Model
Estimating Call Rates
Testing Analytical Approximation
Time-Dependant Cases
Simple Example
Call Rate Prediction
Introduction
Call Rate Prediction by Estimation of Scales
Expert Model, Event Scale Version
Definition of Special Events
Estimation Procedures
Scalar Prediction
Hourly Prediction
Examples of Multiple Special Events (MSE)
Examples of Partial Special Events (PSE)
Method of Least Squares
Vector Prediction, Event Scale Version
Daily Vector Prediction
Examples of MSE
Examples of PSE
Method of Least Squares
Time Scale Version, Vector Prediction
Estimation Procedures
Daily Vector Prediction
Examples of MSE
Examples of PSE
Method of Least Squares
Remarks
Time Series Model (ARMA)
Scalar Prediction
Vector Prediction
Application Examples
Call Center Scheduling
mockus 2008-06-21
