Queueing : Decreasing Delays and Improving Performance at a Call Center / Hubert Setzler.

Format:

Book

Author/Creator:

Setzler, Hubert, author.

Language:

English

Subjects (All):

Call centers.

Call centers--Employees.

Physical Description:

1 online resource

Other Title:

Queueing

Place of Publication:

[Place of publication not identified] : SAGE Publications, Inc., 2024.

Summary:

In this Data Challenge, students are presented with call volume data from a week in September of 2020 from the Community Health Wellness Center (CHWC). The data include information such as the operator who took the call, the time when the call was answered, and the time when the call was then routed. Students will analyze the data to identify demand patterns that might need to be addressed and to calculate service and arrival rates. Students then will employ two different queuing models, M/M/1 and M/M/s (where number of servers s = 2, 3, . . .), to identify line characteristics from which they will know if they are hitting their standards for answer times. Finally, they will look at the different service rates and number of servers to determine the best (i.e., most economical) option for the call center. All these actions will be contingent on the desire of CHWC to have the calls at the phone bank answered in 90 seconds or less.

Notes:

Description based on publisher supplied metadata and other sources.

ISBN:

1-0719-7452-1

9781071974520

OCLC:

1463988359