A data‐driven method to predict service level for call centers
Abstract In call centers, the service level is an important metric to measure the reasonability of the staffing schedule. Traditional service level calculation methods are based on the queue theory, which has very strict restrictions and is not suitable for real scenarios. Therefore, in this paper,...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Wiley
2022-06-01
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| Series: | IET Communications |
| Subjects: | |
| Online Access: | https://doi.org/10.1049/cmu2.12192 |