고객만족도를 고려한 콜센터 상담원 수요 결정문제

Abstract

This paper concerns the problem to determine the optimal agent disposition in a call center. We here assume that calling by customer is described by the Poisson distribution with the random parameter following a gamma distribution. This implies that the negative binomial distribution for agent disposition is obtained by mixing the mean of the Poisson distribution with a gamma distribution. This paper proposes an interpretation of the optimal agent disposition by considering the unknown Poisson parameter. In particular, the uncertainty of Poisson parameter comes from the irregularity of calling time interval.