Ingolfsson, Armann; Ravi, Nathan; Day, T.; Li, W. - 2013
provided by the call center, by using queueing theory and discrete event dynamic simulation to analyze incoming telephone … traffic to the help desk. Queueing and simulation models using both archival and hand-gathered data over a 1-year period were … threshold. The simulation model was validated in comparison with real-world data. Results suggest that telephone traffic …