Hasija, Sameer; Pinker, Edieal; Shumsky, Robert A. - In: Manufacturing & Service Operations Management 12 (2010) 1, pp. 1-18
We develop a method to estimate the capacity of agents who answer e-mail in a contact center, given aggregate historical data that have been distorted both by constraints on work availability and by internal incentives to slow down when true capacity exceeds demand. We use the capacity estimate...
