call centers , service level , normal distribution , simulations , staffing
Abstract:
In practice, call center service levels are reported over periods of finite length that are usually no longer
than 24 hours. In such small periods the service level has a large variability. It is therefore not sufficient
to base staffing decisions only on the expected service level. In this paper we consider the classical M=M=s
queueing model that is often used in call centers. We develop accurate approximations for the service-level
distribution based on extensive simulations. This distribution is used for a service-level variability-controlled
staffing approach to circumvent the shortcomings of the traditional staffing based on the expected service level.
Dieser Eintrag ist Teil der Universitätsbibliographie.
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