1 citations · 1 across the 1 of their papers we have counts for
2 papers
stat.AP2024
Call center data analysis and model validation
Ger Koole, Siqiao Li, Sihan Ding
We analyze call center data on properties such as agent heterogeneity, customer patience and breaks. Then we compare simulation models that are different in the ways these properti…
math.PR2013★ 1 cited
Fluid Approximation of a Call Center Model with Redials and Reconnects
Sihan Ding, Maria Remerova, Rob van der Mei +1
In many call centers, callers may call multiple times. Some of the calls are re-attempts after abandonments (redials), and some are re-attempts after connected calls (reconnects).…