A Bayesian approach for modeling and analysis of call center arrivals

Xiaowei Zhang

doi:10.1109/WSC.2013.6721464

A Bayesian approach for modeling and analysis of call center arrivals

Xiaowei Zhang^*

^*Corresponding author for this work

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 32 - Refereed conference paper (with host publication) › peer-review

1 Citation (Scopus)

Abstract

The Poisson process has been widely used in the literature to model call center arrivals. In recent years, however, there have been empirical studies suggesting the call arrival process has significant non-Poisson characteristics. In this paper, we introduce a new doubly stochastic Poisson model for call center arrivals and develop a Bayesian approach for the parameter estimation via the Markov chain Monte Carlo method. The model can well capture the call arrival process as illustrated by a case study.

Original language	English
Title of host publication	Proceedings of the 2013 Winter Simulation Conference - Simulation
Subtitle of host publication	Making Decisions in a Complex World, WSC 2013
Publisher	IEEE
Pages	713-723
Number of pages	11
ISBN (Electronic)	978-1-4799-3950-3
DOIs	https://doi.org/10.1109/WSC.2013.6721464
Publication status	Published - Dec 2013
Externally published	Yes
Event	2013 43rd Winter Simulation Conference - Simulation: Making Decisions in a Complex World, WSC 2013 - Washington, DC, United States Duration: 8 Dec 2013 → 11 Dec 2013

Conference

Conference	2013 43rd Winter Simulation Conference - Simulation: Making Decisions in a Complex World, WSC 2013
Place	United States
City	Washington, DC
Period	8/12/13 → 11/12/13

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10.1109/WSC.2013.6721464

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@inproceedings{b02d063436db412e9490370f3ff17c60,

title = "A Bayesian approach for modeling and analysis of call center arrivals",

abstract = "The Poisson process has been widely used in the literature to model call center arrivals. In recent years, however, there have been empirical studies suggesting the call arrival process has significant non-Poisson characteristics. In this paper, we introduce a new doubly stochastic Poisson model for call center arrivals and develop a Bayesian approach for the parameter estimation via the Markov chain Monte Carlo method. The model can well capture the call arrival process as illustrated by a case study.",

author = "Xiaowei Zhang",

year = "2013",

month = dec,

doi = "10.1109/WSC.2013.6721464",

language = "English",

pages = "713--723",

booktitle = "Proceedings of the 2013 Winter Simulation Conference - Simulation",

publisher = "IEEE",

address = "United States",

note = "2013 43rd Winter Simulation Conference - Simulation: Making Decisions in a Complex World, WSC 2013 ; Conference date: 08-12-2013 Through 11-12-2013",

}

Zhang, X 2013, A Bayesian approach for modeling and analysis of call center arrivals. in Proceedings of the 2013 Winter Simulation Conference - Simulation: Making Decisions in a Complex World, WSC 2013., 6721464, IEEE, pp. 713-723, 2013 43rd Winter Simulation Conference - Simulation: Making Decisions in a Complex World, WSC 2013, Washington, DC, United States, 8/12/13. https://doi.org/10.1109/WSC.2013.6721464

A Bayesian approach for modeling and analysis of call center arrivals. / Zhang, Xiaowei.
Proceedings of the 2013 Winter Simulation Conference - Simulation: Making Decisions in a Complex World, WSC 2013. IEEE, 2013. p. 713-723 6721464.

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 32 - Refereed conference paper (with host publication) › peer-review

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PY - 2013/12

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AB - The Poisson process has been widely used in the literature to model call center arrivals. In recent years, however, there have been empirical studies suggesting the call arrival process has significant non-Poisson characteristics. In this paper, we introduce a new doubly stochastic Poisson model for call center arrivals and develop a Bayesian approach for the parameter estimation via the Markov chain Monte Carlo method. The model can well capture the call arrival process as illustrated by a case study.

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M3 - RGC 32 - Refereed conference paper (with host publication)

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Y2 - 8 December 2013 through 11 December 2013

ER -

A Bayesian approach for modeling and analysis of call center arrivals

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