文档介绍：Financial Statistical Analysis of a Telephone Call
Institutions Center: A Queueing-Science Perspective
Center
by
Lawrence Brown
Noah Gans
Avishai Mandelbaum
Anat Sakov
Haipeng Shen
Sergey Zeltyn
Linda Zhao
03-12
The Wharton Financial Institutions Center
The Wharton Financial Institutions Center provides a multi-disciplinary research approach to
the problems and opportunities facing the financial services industry in its search for
competitive excellence. The Center's research focuses on the issues related to managing risk
at the firm level as well as ways to improve productivity and performance.
The Center fosters the development of munity of faculty, visiting scholars and .
candidates whose research plement and support the mission of the Center. The
Center works closely with industry executives and practitioners to ensure that its research is
informed by the operating realities petitive demands facing industry participants as
they petitive excellence.
Copies of the working papers summarized here are available from the Center. If you would
like to learn more about the Center or e a member of our munity, please
let us know of your interest.
Franklin Allen Richard J. Herring
Co-Director Co-Director
The Working Paper Series is made possible by a generous
grant from the Alfred P. Sloan Foundation
Statistical Analysis of a Telephone Call Center:
A Queueing-Science Perspective ∗
Lawrence Brown, Noah Gans, Avishai Mandelbaum, Anat Sakov, Haipeng Shen,
Sergey Zeltyn and Linda Zhao
November 9, 2002
Corresponding author:
Lawrence D. Brown
Department of Statistics, The Wharton School, University of Pennsylvania,
Philadelphia, PA 19104-6340
Email: ******@, Phone: (215)898-4753, Fax: (215)898-1280
∗Lawrence Brown is Professor, Department of Statistics, The Wharton School, University of Pennsylvania,
(email: ******@). Noah Gans is Assistant Professor, Department of Operations and Informa