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Resting Time Activeness Determines Team Performance in Call Centers.
Jun-ichiro Watanabe
Marina Fujita
Kazuo Yano
Hideo Kanesaka
Tomoyuki Hasegawa
Published in:
SocialInformatics (2012)
Keyphrases
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call center
service level
arrival rate
asymptotically optimal
service quality
service systems
heavy traffic
data mining
team members
steady state
database systems
customer service
service times
queueing model
operational decisions
queue length
lead time
real time