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Authors: Per Enqvist 1 and Göran Svensson 2

Affiliations: 1 Kungliga Tekniska Högskolan, Sweden ; 2 Kungliga Tekniska Högskolan, Teleopti WFM and Teleopti AB, Sweden

Keyword(s): Queueing, Chat, Chat-based Queueing Systems, Parameter Estimation, Gibbs Sampling.

Related Ontology Subjects/Areas/Topics: Applications ; Mathematical Modeling ; Methodologies and Technologies ; Operational Research ; OR in Telecommunications ; Pattern Recognition ; Queuing Theory ; Software Engineering

Abstract: 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.

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Paper citation in several formats:
Enqvist, P. and Svensson, G. (2017). Chat Based Contact Center Modeling - System Modeling, Parameter Estimation and Missing Data Sampling. In Proceedings of the 6th International Conference on Operations Research and Enterprise Systems - ICORES; ISBN 978-989-758-218-9; ISSN 2184-4372, SciTePress, pages 464-469. DOI: 10.5220/0006251604640469

@conference{icores17,
author={Per Enqvist. and Göran Svensson.},
title={Chat Based Contact Center Modeling - System Modeling, Parameter Estimation and Missing Data Sampling},
booktitle={Proceedings of the 6th International Conference on Operations Research and Enterprise Systems - ICORES},
year={2017},
pages={464-469},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0006251604640469},
isbn={978-989-758-218-9},
issn={2184-4372},
}

TY - CONF

JO - Proceedings of the 6th International Conference on Operations Research and Enterprise Systems - ICORES
TI - Chat Based Contact Center Modeling - System Modeling, Parameter Estimation and Missing Data Sampling
SN - 978-989-758-218-9
IS - 2184-4372
AU - Enqvist, P.
AU - Svensson, G.
PY - 2017
SP - 464
EP - 469
DO - 10.5220/0006251604640469
PB - SciTePress

- Science and Technology Publications, Lda.
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