A call center is a service network in which agents provide telephone-based services. Customers that seek these services are delayed in tele-queues.<p> <p>This paper summarizes an analysis of a unique record of call center operations. The data comprise a complete operational history of a small banking...</p></p>

The centrality in a network is a popular metric for agents' network positions and is often used in regression models to model the network effect on an outcome variable of interest. In empirical studies, researchers often adopt a two-stage procedure to first estimate the centrality and then infer...

Networks are ubiquitous and play a crucial role in our lives. The position of an agent in the network, usually captured by the “centrality”, has implications for the agent’s behavior and serves as an important intermediary of network effects. Therefore, the centrality is often incorporated...