{"id":"https://openalex.org/W2010750816","doi":"https://doi.org/10.1007/s10479-014-1529-2","title":"Practical statistical methods for call centres with a case study addressing urgent medical care delivery","display_name":"Practical statistical methods for call centres with a case study addressing urgent medical care delivery","publication_year":2014,"publication_date":"2014-01-15","ids":{"openalex":"https://openalex.org/W2010750816","doi":"https://doi.org/10.1007/s10479-014-1529-2","mag":"2010750816"},"language":"en","primary_location":{"id":"doi:10.1007/s10479-014-1529-2","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s10479-014-1529-2","pdf_url":null,"source":{"id":"https://openalex.org/S57667410","display_name":"Annals of Operations Research","issn_l":"0254-5330","issn":["0254-5330","1572-9338"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Annals of Operations Research","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5035248289","display_name":"David Wooff","orcid":"https://orcid.org/0000-0003-4948-0132"},"institutions":[{"id":"https://openalex.org/I190082696","display_name":"Durham University","ror":"https://ror.org/01v29qb04","country_code":"GB","type":"education","lineage":["https://openalex.org/I190082696"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"D. A. Wooff","raw_affiliation_strings":["Department of Mathematical Sciences, Science Laboratories, Durham University, Stockton Road, Durham, DH1 3LE, UK","Durham University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Mathematical Sciences, Science Laboratories, Durham University, Stockton Road, Durham, DH1 3LE, UK","institution_ids":["https://openalex.org/I190082696"]},{"raw_affiliation_string":"Durham University","institution_ids":["https://openalex.org/I190082696"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5024958840","display_name":"Sarah Stirling","orcid":null},"institutions":[{"id":"https://openalex.org/I190082696","display_name":"Durham University","ror":"https://ror.org/01v29qb04","country_code":"GB","type":"education","lineage":["https://openalex.org/I190082696"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"S. G. Stirling","raw_affiliation_strings":["Department of Mathematical Sciences, Science Laboratories, Durham University, Stockton Road, Durham, DH1 3LE, UK","Durham University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Mathematical Sciences, Science Laboratories, Durham University, Stockton Road, Durham, DH1 3LE, UK","institution_ids":["https://openalex.org/I190082696"]},{"raw_affiliation_string":"Durham University","institution_ids":["https://openalex.org/I190082696"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5035248289"],"corresponding_institution_ids":["https://openalex.org/I190082696"],"apc_list":{"value":2990,"currency":"USD","value_usd":2990},"apc_paid":null,"fwci":0.5349,"has_fulltext":false,"cited_by_count":4,"citation_normalized_percentile":{"value":0.73808338,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":95},"biblio":{"volume":"233","issue":"1","first_page":"501","last_page":"515"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9887999892234802,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9887999892234802,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11773","display_name":"Healthcare Operations and Scheduling Optimization","score":0.9876999855041504,"subfield":{"id":"https://openalex.org/subfields/3604","display_name":"Emergency Medical Services"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T11959","display_name":"Employment and Welfare Studies","score":0.9431999921798706,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/call-centre","display_name":"Call centre","score":0.7028155326843262},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6130800247192383},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.6117029786109924},{"id":"https://openalex.org/keywords/queue","display_name":"Queue","score":0.5696188807487488},{"id":"https://openalex.org/keywords/scheduling","display_name":"Scheduling (production processes)","score":0.4940040707588196},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.46381446719169617},{"id":"https://openalex.org/keywords/call-management","display_name":"Call management","score":0.45102399587631226},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.38773584365844727},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.20897647738456726},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.15920540690422058},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.14214584231376648},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.12862437963485718},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.1137647032737732},{"id":"https://openalex.org/keywords/call-control","display_name":"Call control","score":0.10528811812400818},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.09901392459869385}],"concepts":[{"id":"https://openalex.org/C2779808267","wikidata":"https://www.wikidata.org/wiki/Q476796","display_name":"Call centre","level":2,"score":0.7028155326843262},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6130800247192383},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.6117029786109924},{"id":"https://openalex.org/C160403385","wikidata":"https://www.wikidata.org/wiki/Q220543","display_name":"Queue","level":2,"score":0.5696188807487488},{"id":"https://openalex.org/C206729178","wikidata":"https://www.wikidata.org/wiki/Q2271896","display_name":"Scheduling (production processes)","level":2,"score":0.4940040707588196},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.46381446719169617},{"id":"https://openalex.org/C28819325","wikidata":"https://www.wikidata.org/wiki/Q5021628","display_name":"Call management","level":3,"score":0.45102399587631226},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.38773584365844727},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.20897647738456726},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.15920540690422058},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.14214584231376648},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.12862437963485718},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.1137647032737732},{"id":"https://openalex.org/C131969451","wikidata":"https://www.wikidata.org/wiki/Q5021614","display_name":"Call control","level":2,"score":0.10528811812400818},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.09901392459869385}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1007/s10479-014-1529-2","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s10479-014-1529-2","pdf_url":null,"source":{"id":"https://openalex.org/S57667410","display_name":"Annals of Operations Research","issn_l":"0254-5330","issn":["0254-5330","1572-9338"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Annals of Operations Research","raw_type":"journal-article"},{"id":"pmh:oai:dro.dur.ac.uk.OAI2:11457","is_oa":false,"landing_page_url":"http://dro.dur.ac.uk/11457/","pdf_url":null,"source":{"id":"https://openalex.org/S4306400188","display_name":"Durham Research Online (Durham University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I190082696","host_organization_name":"Durham University","host_organization_lineage":["https://openalex.org/I190082696"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"Annals of operations research, 2015, Vol.233(1), pp.501-515 [Peer Reviewed Journal]","raw_type":"Article"},{"id":"pmh:oai:RePEc:spr:annopr:v:233:y:2015:i:1:p:501-515:10.1007/s10479-014-1529-2","is_oa":false,"landing_page_url":"http://hdl.handle.net/10.1007/s10479-014-1529-2","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth","score":0.47999998927116394}],"awards":[],"funders":[{"id":"https://openalex.org/F4320320664","display_name":"Durham University","ror":"https://ror.org/01v29qb04"},{"id":"https://openalex.org/F4320334630","display_name":"Economic and Social Research Council","ror":"https://ror.org/03n0ht308"}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":24,"referenced_works":["https://openalex.org/W67667882","https://openalex.org/W627307809","https://openalex.org/W1971541813","https://openalex.org/W2010295655","https://openalex.org/W2017977879","https://openalex.org/W2024081693","https://openalex.org/W2089131234","https://openalex.org/W2108246181","https://openalex.org/W2117095967","https://openalex.org/W2124438244","https://openalex.org/W2132172016","https://openalex.org/W2152530926","https://openalex.org/W2322524800","https://openalex.org/W2492250943","https://openalex.org/W2502759836","https://openalex.org/W2582743722","https://openalex.org/W3021971632","https://openalex.org/W4235535825","https://openalex.org/W4285719527","https://openalex.org/W4292156489","https://openalex.org/W4299665420","https://openalex.org/W4300025484","https://openalex.org/W6669060165","https://openalex.org/W6680971561"],"related_works":["https://openalex.org/W2566399258","https://openalex.org/W4250116973","https://openalex.org/W1988907130","https://openalex.org/W4233040899","https://openalex.org/W2239377368","https://openalex.org/W2105962915","https://openalex.org/W2244556011","https://openalex.org/W2977912651","https://openalex.org/W2350132125","https://openalex.org/W4243490388"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2015,"cited_by_count":1}],"updated_date":"2026-08-09T07:27:16.801131","created_date":"2025-10-10T00:00:00"}
