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Conference Papers Year : 2022

Performance Evaluation and Statistical Data Analysis of a Call Center for the Deaf Community

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Canan Pehlivan
Clea Martinez
Nicolas Cellier
Franck Fontanili
Elyes Lamine

Abstract

In this study, we address the performance evaluation of a multi-model call center. We provide an in-depth statistical data analysis to understand the dynamics of waiting times, service times and arrivals. Afterwards, we present our methodology on how to better size and schedule the agents in order to maintain a better service quality, namely more efficient utilization of resources and shorter waiting times.
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Dates and versions

hal-03545831 , version 1 (18-07-2022)

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Seyda Alperen Pehlivan, Canan Pehlivan, Clea Martinez, Nicolas Cellier, Franck Fontanili, et al.. Performance Evaluation and Statistical Data Analysis of a Call Center for the Deaf Community. AICCSA 2021-18th International Conference on Computer Systems and Applications, Nov 2021, Tanger, Morocco. 6 p., ⟨10.1109/AICCSA53542.2021.9686901⟩. ⟨hal-03545831⟩
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