Data Mining Approach for Analyzing Call Center Performance.

Marcin Paprzycki Ajith Abraham Ruiyuan Guo Srinivas Mukkamala

Published in: IEA/AIE (2004)

Keyphrases

call center
service level
service quality
arrival rate
heavy traffic
asymptotically optimal
customer service
service times
queueing model
fluid model
service systems
databases
neural network
artificial intelligence
queueing systems
operational decisions