Modelling telephone call center arrivals as a nonhomogenous poisson process with cyclic rate
Abstract
This project demonstrates that telephone call center call-arrival data can be effectively
modelled as anonhomogenous Poisson process with cyclic rate. The data was from an
Israeli bank telephone call center collected through the year 1999 and made freely accessible
online. The theory underlying the assumptions of a Poisson process has been
presented where it has been shown that time-sampling a Poisson process results in
a nonhomogenous Poisson process and the method of maximum likelihood presented
and applied to estimate the parameters of an exponential-polynomial-trigonometric
rate function (EPTF). An analysis of this data confirmed that a nonhomogenous
Poisson process with an EPTF-type rate was a good fit with a confidence of 90%.
Citation
Master of Science in Social StatisticsPublisher
University of Nairobi
Subject
Nonhomogenous Poisson process (NHPP)Cumulative rate function
Mean Value function
Intensity function
Exponential-Polynomial-Trigonometric rate function (EPTF)