Real-time delay estimation based on delay history

Manufacturing and Service Operations Management

Volumn 11, Issue 3, 2009, Pages 397-415

  Ibrahim, Rouba ^a   Whitt, Ward ^a  

^a Och Spine at New York Presbyterian Hospitals   (United States)

Author keywords

Call centers; Delay announcements; Delay estimation; Delay prediction; Heavy traffic; Many server queues; Real time delay estimation

Indexed keywords

CALL CENTERS; DELAY ANNOUNCEMENTS; DELAY ESTIMATION; DELAY PREDICTION; HEAVY TRAFFIC; MANY-SERVER QUEUES; REAL-TIME DELAY ESTIMATION;

CUSTOMER SATISFACTION; MEAN SQUARE ERROR; PACKET NETWORKS; QUEUEING NETWORKS; QUEUEING THEORY; REAL TIME SYSTEMS; SALES; STRAIN ENERGY; TIME DELAY;

ESTIMATION;

EID: 68349122601     PISSN: 15234614     EISSN: 15265498     Source Type: Journal    
DOI: 10.1287/msom.1080.0223     Document Type: Article

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