Detecting Customer Queue "at-risk" Behaviors Based on Ethograms to Minimize Overall Service Dissatisfaction.
Magali DubossonEmmanuel FragnièreNathalie JunodBettina WillaertsPublished in: ICSOC Workshops (2017)
Keyphrases
- service times
- service requirements
- arrival process
- customer support
- queue length
- steady state
- single server
- customer classes
- customer service
- call center
- arrival rate
- processor sharing
- customer satisfaction
- queueing model
- single server queue
- heavy traffic
- queueing networks
- service quality
- queuing systems
- user satisfaction
- service rates
- retail banking
- service level
- traffic intensity
- stationary distribution
- queuing model
- arrival processes
- state dependent
- fluid model
- finite buffer
- poisson arrivals
- decision making
- queue size
- waiting times
- queueing systems
- data mining
- markov chain
- lead time
- service systems
- management system
- service providers
- random variables
- risk factors
- risk assessment
- poisson process
- customer behavior