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Innovations and Interdisciplinary Solutions for Underserved Areas. 7th International Conference, InterSol 2024, Dakar, Senegal, July 3–4, 2024, Proceedings

Research Article

A New Delay History Predictor for Multi-skill Call Center

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BibTeX Plain Text
  • @INPROCEEDINGS{10.1007/978-3-031-86493-3_12,
        author={Mamadou Thiongane and Mohamed M. Ould Deye and Modou Gueye and Mbaye S\^{e}ne},
        title={A New Delay History Predictor for Multi-skill Call Center},
        proceedings={Innovations and Interdisciplinary Solutions for Underserved Areas. 7th International Conference, InterSol 2024, Dakar, Senegal, July 3--4, 2024, Proceedings},
        proceedings_a={INTERSOL},
        year={2025},
        month={4},
        keywords={Delay History Predictor Real Data Call Center},
        doi={10.1007/978-3-031-86493-3_12}
    }
    
  • Mamadou Thiongane
    Mohamed M. Ould Deye
    Modou Gueye
    Mbaye Séne
    Year: 2025
    A New Delay History Predictor for Multi-skill Call Center
    INTERSOL
    Springer
    DOI: 10.1007/978-3-031-86493-3_12
Mamadou Thiongane1,*, Mohamed M. Ould Deye1, Modou Gueye1, Mbaye Séne1
  • 1: Department of Mathematics and Computer Science
*Contact email: mamadou.thiongane@ucad.edu.sn

Abstract

We are interesting in methods for predicting the time that a customer must wait at this arrival in multi-skilled call centers. We propose a free-parameters delay history predictor that can be used in multi-skilled contexts. It only uses the waiting times of previous customers in the same class who found the same length of queue when they joined the system, and computes a weighted average of this past delays. In our numerical experiments with simulation models and real multi-skill call center, this new predictor is very competitive with existing delay history predictors. It gives often better results than other delay history predictors, and it is also very easy to implement in practice. This delay predictors can also be used in other service systems such as medical clinic, bank or emergency service.

Keywords
Delay History Predictor Real Data Call Center
Published
2025-04-21
Appears in
SpringerLink
http://dx.doi.org/10.1007/978-3-031-86493-3_12
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