Title :
Performance measures for service systems with a random arrival rate
Author :
Steckley, Samuel G. ; Henderson, Shane G. ; Mehrotra, Vijay
Author_Institution :
Sch. of OR & IE, Cornell Univ., Ithaca, NY, USA
Abstract :
It is commonly assumed that the arrival process of customers to a service system is a nonhomogeneous Poisson process. Call center data often refute this assumption, and several authors have postulated a doubly-stochastic Poisson process for arrivals instead. We develop approximations for both the long-run fraction of calls answered quickly, and the distribution of the fraction of calls answered quickly within a short period. We also perform a computational study to evaluate the approximations and improve our understanding of such systems.
Keywords :
call centres; stochastic processes; telecommunication services; call center data; nonhomogeneous Poisson process; performance measures; random arrival rate; service system; Costs; Decision making; Demand forecasting; Financial management; Performance analysis; Performance evaluation; Queueing analysis; Telephony; Time measurement; Volume measurement;
Conference_Titel :
Simulation Conference, 2005 Proceedings of the Winter
Print_ISBN :
0-7803-9519-0
DOI :
10.1109/WSC.2005.1574296