TY  - CHAP
AB  - Abstract In this chapter, we consider the model of call center incoming call forecasting and staffing-level optimization. We first present the structure of the model and how an agent-based modeling technique could enrich the decision rule and the model. A matrix layout is introduced to present the model so that it can be understood in an efficient way from the perspective of a programmer. The agent-based queuing model will be used in forecasting. We then utilize the bisection method and stepwise method to optimize the staff level to satisfy a target range service-level criteria. Call center management could use the model in practice for their management forecasting and optimization decision-making process in terms of how many agents they need to achieve the target business efficiency goal.
VL  - 13
SN  - 978-1-78754-290-7, 978-1-78754-289-1/1477-4070
DO  - 10.1108/S1477-407020190000013014
UR  - https://doi.org/10.1108/S1477-407020190000013014
AU  - Niu Gao
AU  - Vadiveloo Jeyaraj
AU  - Xu Mengnong
PY  - 2019
Y1  - 2019/01/01
TI  - Agent-based Queuing Model for Call Center Forecasting and Management Optimization
T2  - Advances in Business and Management Forecasting
T3  - Advances in Business and Management Forecasting
PB  - Emerald Publishing Limited
SP  - 121
EP  - 133
Y2  - 2024/09/23
ER  -