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Recitations |
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Recitation
Subject |
Teaching Notes |
Related Material |
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1. |
Introduction
to Databases.
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DataMOCCA: Data Model for Call Center Analysis. Volume 1:
Model Description and Introduction to User Interface (PDF-933KB) Mandelbaum A., Sakov A., and Zeltyn S. Empirical Analysis
of a Call Center. Technical Report, 2000. (PDF - 1.4Mb) |
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2. |
Little's Law and Capacity Analysis. |
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3. |
Empirical Models. |
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4. |
Processing Networks; PERT. |
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5. |
Queue Build-Up
Diagram; Fluid Models. |
Excel Solver Guide (PDF-131KB) |
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6 |
SEEStat. |
SEEStat
Tutorial (PDF – 984KB) |
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7. |
Statistical Analysis of an Arrivals Process |
Chi Square Goodness-of-Fit Tests (PDF-60KB) Testing exponential inter-arrival times; Plotting exponential histograms (PDF-72KB) Finding the best-fit normal distribution given a histogram (PDF-188KB) Plotting Normal histogram (Bin size on page 4, below equation (5)) (PDF-721KB)
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8. |
Forecasting Arrivals (Demand for
Service). |
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9. |
Lognormal Model for Call-Center
Service-Times. Hazard Rate Functions. |
Hazard Rate Functions. Examples via Phase-Type
Distributions (PDF-116KB) |
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10. |
Patience Estimation. Phase-Type Distributions. |
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11. |
4CallCenters Software. |
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12. |
MJP Models of Services. |
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13. |
Priority
Queues |
Lecture
on Priority Queues by Luba Rosenshmidt
(PDF-128KB) Full
version with proofs (PDF-840KB) |
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14. |
Shift Scheduling. Introduction to Operational
Regimes. |
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