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Managing uncertainty in call centres using Poisson mixtures
Author(s) -
Jongbloed Geurt,
Koole Ger
Publication year - 2001
Publication title -
applied stochastic models in business and industry
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.413
H-Index - 40
eISSN - 1526-4025
pISSN - 1524-1904
DOI - 10.1002/asmb.444
Subject(s) - poisson distribution , erlang (programming language) , queueing theory , computer science , statistics , constant (computer programming) , econometrics , mathematics , theoretical computer science , functional programming , programming language
We model a call centre as a queueing model with Poisson arrivals having an unknown varying arrival rate. We show how to compute prediction intervals for the arrival rate, and use the Erlang formula for the waiting time to compute the consequences for the occupancy level of the call centre. We compare it to the current practice of using a point estimate of the arrival rate (assumed constant) as forecast. Copyright © 2001 John Wiley & Sons, Ltd.