Arrival Data

The Poisson process has been an integral part of many models for the arrival process to a telephone call centers. However, several publications in recent years suggest the presence of a significant ''overdisperson'' relative to the Poisson process in …

The Poisson process has been widely used in the literature to model call center arrivals. In recent years, however, there have been empirical studies suggesting the call arrival process has significant non-Poisson characteristics. In this paper, we …