[1] |
GANS N, KOOLE G, MANDELBAUM A. Telephone call centers: Tutorial, review, and research prospects[J]. Manufacturing and Service Operations Management, 2003, 5(2): 79-141.
|
[2] |
SHEN H, HUANG J Z. Forecasting time series of inhomogeneous Poisson processes with application to call center work force management[J]. Annals of Applied Statistics, 2008, 2(2): 601-623.
|
[3] |
BROWN L, GANS N, MANDELBAUM A,et al. Statistical analysis of a telephone call center: A queueing-science perspective[J]. Journal of the American Statistical Association, 2005, 100(469): 36-50.
|
[4] |
KIM S H, WHITT W. Choosing arrival process models for service systems: Tests of a nonhomogeneous Poisson process[J]. Naval Research Logistics, 2014, 61: 66-90.
|
[5] |
KIM S H, WHITT W. Are call center and hospital arrivals well modeled by nonhomogeneous Poisson process? [J]. Manufacturing and Service Operations Management, 2014,16(3): 464-480.
|
[6] |
AVRAMIDIS A N, DESLAURIERS A, L’ECUYER P. Modeling daily arrivals to a telephone call center[J]. Management Science, 2004, 50(7): 896-908.
|
[7] |
SHEN H. Statistical analysis of call-center operational data: Forecasting call arrivals, and analyzing customer patience and agent service[C]// Wiley Encyclopedia of Operation Research and Management Science, 2010.New York: Wiley, 2010.
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[8] |
MAMAN S, MANDELBAUM A, WHITT W, et al. Queues with random arrival rates: Interface, modelling and asymptotics (C-staffing)[R]. Work in Progress, 2015.
|
[9] |
CHANNOUF N, L’ECUYER P. A normal copula model for the arrival process in a call center[J]. International Transactions in Operational Research, 2012, 19: 771-781.
|
[10] |
SHEN H, HUANG J Z. Interday forecasting and intraday updating of call center arrivals[J]. Manufacturing and Service Operations Management, 2008, 10(3):391-410.
|
[11] |
JAOUA A, L’ECUYER P, DELORME L. Call type dependence in multiskill call centers[J]. JournalSimulation, 2013, 89(6): 722-734.
|
[12] |
THOMPSON H E, TIAO G C. Analysis of telephone data: A case study of forecasting seasonal time series[J]. The Bell Journal of Economics and Management Science, 1971, 2(2): 515-541.
|
[13] |
MABERT V A. Short interval forecasting of emergency phone call work loads[J]. Journal of Operations Management, 1985, 5(3): 259-271.
|
[14] |
TAYLOR J W. A comparison of univariate time series methods for forecasting intraday arrivals at a call center[J]. Management Science, 2008, 54(2): 253-265.
|
[15] |
IBRAHIM R, L’ECUYER P. Forecasting call center arrivals: Fixed-effects, mixed-effects, and bivariate models[J]. Manufacturing and Services Operations Management, 2013, 15(1): 72-85.
|
[16] |
AKTEKIN T, SOYER R. Call center arrival modeling: A Bayesian state space approach[J]. Naval Research Logistics, 2011, 58(1): 28-42.
|
[17] |
SHEN H. Exponentially weighted methods for forecasting intraday time series with multiple seasonal cycles: Comments[J]. International Journal of Forecasting, 2010, 58: 652-654.
|
[18] |
TAYLOR J W. Density forecasting of intraday call center arrivals using models based on exponentially smoothing[J]. Management Science, 2012, 58(3): 534-549.
|
[19] |
李诗羽, 张飞, 王正林. 数据分析: R语言实战[M]. 北京:电子工业出版社, 2014: 260-286.
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[20] |
黄荣坦. ARIMA模型建立与应用[EB/OL]. [2016-04-07]. http://wenku.baidu.com/view/ d88f12f3941ea76e58fa0484.html.
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[21] |
Wikipedia. Overdispersion [EB/OL]. [2016-04-07]. https://en.wikipedia.org/wiki/ Overdispersion.
|
[1] |
GANS N, KOOLE G, MANDELBAUM A. Telephone call centers: Tutorial, review, and research prospects[J]. Manufacturing and Service Operations Management, 2003, 5(2): 79-141.
|
[2] |
SHEN H, HUANG J Z. Forecasting time series of inhomogeneous Poisson processes with application to call center work force management[J]. Annals of Applied Statistics, 2008, 2(2): 601-623.
|
[3] |
BROWN L, GANS N, MANDELBAUM A,et al. Statistical analysis of a telephone call center: A queueing-science perspective[J]. Journal of the American Statistical Association, 2005, 100(469): 36-50.
|
[4] |
KIM S H, WHITT W. Choosing arrival process models for service systems: Tests of a nonhomogeneous Poisson process[J]. Naval Research Logistics, 2014, 61: 66-90.
|
[5] |
KIM S H, WHITT W. Are call center and hospital arrivals well modeled by nonhomogeneous Poisson process? [J]. Manufacturing and Service Operations Management, 2014,16(3): 464-480.
|
[6] |
AVRAMIDIS A N, DESLAURIERS A, L’ECUYER P. Modeling daily arrivals to a telephone call center[J]. Management Science, 2004, 50(7): 896-908.
|
[7] |
SHEN H. Statistical analysis of call-center operational data: Forecasting call arrivals, and analyzing customer patience and agent service[C]// Wiley Encyclopedia of Operation Research and Management Science, 2010.New York: Wiley, 2010.
|
[8] |
MAMAN S, MANDELBAUM A, WHITT W, et al. Queues with random arrival rates: Interface, modelling and asymptotics (C-staffing)[R]. Work in Progress, 2015.
|
[9] |
CHANNOUF N, L’ECUYER P. A normal copula model for the arrival process in a call center[J]. International Transactions in Operational Research, 2012, 19: 771-781.
|
[10] |
SHEN H, HUANG J Z. Interday forecasting and intraday updating of call center arrivals[J]. Manufacturing and Service Operations Management, 2008, 10(3):391-410.
|
[11] |
JAOUA A, L’ECUYER P, DELORME L. Call type dependence in multiskill call centers[J]. JournalSimulation, 2013, 89(6): 722-734.
|
[12] |
THOMPSON H E, TIAO G C. Analysis of telephone data: A case study of forecasting seasonal time series[J]. The Bell Journal of Economics and Management Science, 1971, 2(2): 515-541.
|
[13] |
MABERT V A. Short interval forecasting of emergency phone call work loads[J]. Journal of Operations Management, 1985, 5(3): 259-271.
|
[14] |
TAYLOR J W. A comparison of univariate time series methods for forecasting intraday arrivals at a call center[J]. Management Science, 2008, 54(2): 253-265.
|
[15] |
IBRAHIM R, L’ECUYER P. Forecasting call center arrivals: Fixed-effects, mixed-effects, and bivariate models[J]. Manufacturing and Services Operations Management, 2013, 15(1): 72-85.
|
[16] |
AKTEKIN T, SOYER R. Call center arrival modeling: A Bayesian state space approach[J]. Naval Research Logistics, 2011, 58(1): 28-42.
|
[17] |
SHEN H. Exponentially weighted methods for forecasting intraday time series with multiple seasonal cycles: Comments[J]. International Journal of Forecasting, 2010, 58: 652-654.
|
[18] |
TAYLOR J W. Density forecasting of intraday call center arrivals using models based on exponentially smoothing[J]. Management Science, 2012, 58(3): 534-549.
|
[19] |
李诗羽, 张飞, 王正林. 数据分析: R语言实战[M]. 北京:电子工业出版社, 2014: 260-286.
|
[20] |
黄荣坦. ARIMA模型建立与应用[EB/OL]. [2016-04-07]. http://wenku.baidu.com/view/ d88f12f3941ea76e58fa0484.html.
|
[21] |
Wikipedia. Overdispersion [EB/OL]. [2016-04-07]. https://en.wikipedia.org/wiki/ Overdispersion.
|