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Chat based contact center modeling system modeling, parameter estimation and missing data sampling
KTH, School of Engineering Sciences (SCI), Mathematics (Dept.), Optimization and Systems Theory.
KTH, School of Engineering Sciences (SCI), Mathematics (Dept.), Optimization and Systems Theory.
2017 (English)In: ICORES 2017 - Proceedings of the 6th International Conference on Operations Research and Enterprise Systems, SciTePress , 2017, p. 464-469Conference paper, Published paper (Refereed)
Abstract [en]

A Markovian system model for a contact center chat function is considered and partially validated. A hypothesis test on real chat data shows that it is reasonable to model the arrival process as a Poisson process. The arrival rate can be estimated using Maximum likelihood. The service process is more involved and the estimation of the service rate depends on the number of simultaneous chats handled by an agent. The estimation is made more difficult by the low level of detail in the given data-sets. A missing data approach with Gibbs sampling is used to obtain estimates for the service rates. Finally, we try to capture the generalized behaviour of the service-process and propose to use generalized functions to describe it when little information is available about the system at hand. 

Place, publisher, year, edition, pages
SciTePress , 2017. p. 464-469
Keywords [en]
Chat, Chat-based Queueing Systems, Gibbs Sampling, Parameter Estimation, Queueing, Maximum likelihood estimation, Operations research, Arrival process, Generalized functions, Hypothesis tests, Poisson process, Queueing system
National Category
Mathematics
Identifiers
URN: urn:nbn:se:kth:diva-236823ISI: 000413254200053Scopus ID: 2-s2.0-85049212009ISBN: 9789897582189 (print)OAI: oai:DiVA.org:kth-236823DiVA, id: diva2:1274203
Conference
6th International Conference on Operations Research and Enterprise Systems, ICORES 2017, 23 February 2017 through 25 February 2017
Note

QC 20181228

Available from: 2018-12-28 Created: 2018-12-28 Last updated: 2018-12-28Bibliographically approved

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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
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Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
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  • Other locale
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Output format
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  • asciidoc
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