Avramidis, Athanassios N.; Deslauriers, Alexandre; … - In: Management Science 50 (2004) 7, pp. 896-908
We develop stochastic models of time-dependent arrivals, with focus on the application to call centers. Our models reproduce three essential features of call center arrivals observed in recent empirical studies: a variance larger than the mean for the number of arrivals in any given time...