Data-Based Estimation of Parameters for Time-Inhomogeneous CTMC Birth-and-Death of Call Centers

Burak, Maciej, Rafał

Data-Based Estimation of Parameters for Time-Inhomogeneous CTMC Birth-and-Death of Call Centers

dc.contributor.author	Burak, Maciej, Rafał
dc.contributor.organization	West Pomeranian University of Technology in Szczecin, Poland
dc.date.accessioned	2024-04-10T08:05:46Z
dc.date.available	2024-04-10T08:05:46Z
dc.date.issued	2023-10-24
dc.description.abstract	In this paper, we present a novel approach to estimate parameters of a queuing model using real call center data. Our approach leverages the transient solution of an inhomogeneous continuous-time Markov chain (CTMC) queuing model emulating the behavior of the genuine system. Specifically, to assess the fidelity of our modeling approach, we use an example of approximating the real call center system with an inhomogeneous M(n)/M/c/K + M CTMC model. To do this, we utilize authentic call center data for replicating the behavior of the real system through our model. In particular, the model incorporates the true time-dependent rates for the arrival process, service rates, and the number of available servers. Our analysis focuses on assessing the accuracy of the Markovian assumptions made for modeling customer abandonment during waiting periods. Furthermore, we investigate the performance of our model under two distinct scenarios: overloaded systems and systems operating in a quality-driven mode. By examining these cases, we ascertain the effectiveness of our assumptions in accurately representing the behavior of the call center. Finally, we demonstrate the practical application of our findings by showcasing how a simple and computationally efficient M(n)/M/c/K+M Markovian approximation of a real call center can be used for accurate personnel planning while adhering to service-level constraints.	en
dc.identifier.citation	Burak M. (2023). Data-based estimation of parameters for time-inhomogeneous ctmc birth-and-death models of call centers. [In]: Modelling and Simulation 2023 - European Simulation and Modelling Conference 2023, ESM 2023, Toulouse, 24-26 October 2023. pp. 67–75. ISBN 978-9-492-859-28-0. http://hdl.handle.net/20.500.12539/1988	en
dc.identifier.isbn	978-9-492-859-28-0
dc.identifier.other	https://www.scopus.com/record/display.uri?eid=2-s2.0-85184354579&origin=inward&txGid=90401f2b309624ef5325a91c7818ae21
dc.identifier.uri	http://hdl.handle.net/20.500.12539/1988
dc.language.iso	en
dc.page.number	67-75
dc.publisher	EUROSIS-ETI	en
dc.rights	Uznanie autorstwa 3.0 Polska	*
dc.rights.uri	https://creativecommons.org/licenses/by/3.0/pl/	*
dc.subject	abandonment	en
dc.subject	balking	en
dc.subject	call center	en
dc.subject	inhomogeneous CTMC	en
dc.subject	uniformization	en
dc.subject.other	informatyka techniczna	pl
dc.title	Data-Based Estimation of Parameters for Time-Inhomogeneous CTMC Birth-and-Death of Call Centers	en
dc.type	conferenceObject
oaire.citation.conferenceDate	24 October 2023 through 26 October 2023	en
oaire.citation.conferencePlace	Toulouse	en