The Co-Production of Service: Modeling Service Times in Contact Centers Using Hawkes Processes.
Andrew DawAntonio CastellanosGalit B. Yom-TovJamol PenderLeor GruendlingerPublished in: CoRR (2020)
Keyphrases
- service times
- processor sharing
- steady state
- queueing model
- processor sharing queue
- single server queue
- single server
- priority queue
- arrival process
- service rates
- stationary distribution
- queue length
- waiting times
- traffic intensity
- finite buffer
- random variables
- call center
- poisson arrivals
- production system
- queueing systems
- queueing networks
- state dependent
- arrival rate
- markov chain
- message passing
- utility function
- optimal policy
- web services
- multiserver queues
- end users