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ESTIMATING AND ANNOUNCING WAITING TIMES IN MULTIPLE CUSTOMER CLASS CALL CENTERS

机译:在多客户级呼叫中心估算和宣布等待时间

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Motivated by practices in call centers, we consider a multiclass, multiserver queueing system that offers information about anticipated delays to customers. First, We propose estimators of the state-dependent waiting time distribution of a new arrival customer. We next validate the estimators by empirical data. Second, we investigate the benefits of informing customers about anticipated delays, and we discuss different ways to communicate this information. In particular, we give attention to analyzing the announcement of the waiting time by steps.
机译:通过呼叫中心的实践激励,我们考虑一个多字符,多种式队列排队系统,提供有关预期延迟给客户的信息。首先,我们提出了一个新的抵达客户的国家依赖等候时间分布的估算。我们接下来通过经验数据验证估算。其次,我们调查向客户提供预期延误的好处,我们讨论了传达这些信息的不同方式。特别是,我们注意到通过步骤分析等待时间的公告。

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