{"id":"https://openalex.org/W4407283492","doi":"https://doi.org/10.1007/s11134-025-09935-4","title":"Call center data analysis and model validation","display_name":"Call center data analysis and model validation","publication_year":2025,"publication_date":"2025-02-09","ids":{"openalex":"https://openalex.org/W4407283492","doi":"https://doi.org/10.1007/s11134-025-09935-4"},"language":"en","primary_location":{"id":"doi:10.1007/s11134-025-09935-4","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s11134-025-09935-4","pdf_url":"https://link.springer.com/content/pdf/10.1007/s11134-025-09935-4.pdf","source":{"id":"https://openalex.org/S148503350","display_name":"Queueing Systems","issn_l":"0257-0130","issn":["0257-0130","0340-4384","1572-9443"],"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":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Queueing Systems","raw_type":"journal-article"},"type":"article","indexed_in":["arxiv","crossref","datacite"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://link.springer.com/content/pdf/10.1007/s11134-025-09935-4.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5026879445","display_name":"Ger Koole","orcid":"https://orcid.org/0000-0003-1776-8369"},"institutions":[{"id":"https://openalex.org/I4210111284","display_name":"Hewlett-Packard (Netherlands)","ror":"https://ror.org/020fcst87","country_code":"NL","type":"company","lineage":["https://openalex.org/I1324840837","https://openalex.org/I4210111284"]},{"id":"https://openalex.org/I865915315","display_name":"Vrije Universiteit Amsterdam","ror":"https://ror.org/008xxew50","country_code":"NL","type":"education","lineage":["https://openalex.org/I865915315"]}],"countries":["NL"],"is_corresponding":true,"raw_author_name":"Ger Koole","raw_affiliation_strings":["CCmath bv, Amstelveen, The Netherlands","Vrije Universiteit Amsterdam, Amsterdam, The Netherlands"],"raw_orcid":"https://orcid.org/0000-0003-1776-8369","affiliations":[{"raw_affiliation_string":"CCmath bv, Amstelveen, The Netherlands","institution_ids":["https://openalex.org/I4210111284"]},{"raw_affiliation_string":"Vrije Universiteit Amsterdam, Amsterdam, The Netherlands","institution_ids":["https://openalex.org/I865915315"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5041557937","display_name":"Siqiao Li","orcid":"https://orcid.org/0000-0002-4576-8342"},"institutions":[{"id":"https://openalex.org/I4210111284","display_name":"Hewlett-Packard (Netherlands)","ror":"https://ror.org/020fcst87","country_code":"NL","type":"company","lineage":["https://openalex.org/I1324840837","https://openalex.org/I4210111284"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Siqiao Li","raw_affiliation_strings":["CCmath bv, Amstelveen, The Netherlands"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"CCmath bv, Amstelveen, The Netherlands","institution_ids":["https://openalex.org/I4210111284"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5033470630","display_name":"Sihan Ding","orcid":"https://orcid.org/0000-0002-7296-9668"},"institutions":[{"id":"https://openalex.org/I1311269955","display_name":"Apple (Israel)","ror":"https://ror.org/04ehjr030","country_code":"IL","type":"company","lineage":["https://openalex.org/I1311269955","https://openalex.org/I4210153776"]},{"id":"https://openalex.org/I4210153776","display_name":"Apple (United States)","ror":"https://ror.org/059hsda18","country_code":"US","type":"company","lineage":["https://openalex.org/I4210153776"]}],"countries":["IL","US"],"is_corresponding":false,"raw_author_name":"Sihan Ding","raw_affiliation_strings":["Apple Inc, Apple in Shanghai, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Apple Inc, Apple in Shanghai, China","institution_ids":["https://openalex.org/I1311269955","https://openalex.org/I4210153776"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5026879445"],"corresponding_institution_ids":["https://openalex.org/I4210111284","https://openalex.org/I865915315"],"apc_list":{"value":2890,"currency":"USD","value_usd":2890},"apc_paid":{"value":2890,"currency":"USD","value_usd":2890},"fwci":6.5501,"has_fulltext":true,"cited_by_count":5,"citation_normalized_percentile":{"value":0.95823757,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":96,"max":98},"biblio":{"volume":"109","issue":"1","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9998000264167786,"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":0.9998000264167786,"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/T10575","display_name":"Wireless Communication Networks Research","score":0.9973000288009644,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11409","display_name":"Advanced Wireless Network Optimization","score":0.9922999739646912,"subfield":{"id":"https://openalex.org/subfields/2208","display_name":"Electrical and Electronic Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/center","display_name":"Center (category theory)","score":0.5618987679481506},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.546667218208313}],"concepts":[{"id":"https://openalex.org/C2779463800","wikidata":"https://www.wikidata.org/wiki/Q5062222","display_name":"Center (category theory)","level":2,"score":0.5618987679481506},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.546667218208313},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C8010536","wikidata":"https://www.wikidata.org/wiki/Q160398","display_name":"Crystallography","level":1,"score":0.0}],"mesh":[],"locations_count":6,"locations":[{"id":"doi:10.1007/s11134-025-09935-4","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s11134-025-09935-4","pdf_url":"https://link.springer.com/content/pdf/10.1007/s11134-025-09935-4.pdf","source":{"id":"https://openalex.org/S148503350","display_name":"Queueing Systems","issn_l":"0257-0130","issn":["0257-0130","0340-4384","1572-9443"],"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":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Queueing Systems","raw_type":"journal-article"},{"id":"pmh:oai:research.vu.nl:publications/d6c35012-b851-4f4d-a036-79edc9985e46","is_oa":true,"landing_page_url":"https://research.vu.nl/en/publications/d6c35012-b851-4f4d-a036-79edc9985e46","pdf_url":null,"source":{"id":"https://openalex.org/S4306401107","display_name":"VU Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I865915315","host_organization_name":"Vrije Universiteit Amsterdam","host_organization_lineage":["https://openalex.org/I865915315"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Koole, G, Li, S & Ding, S 2025, 'Call center data analysis and model validation', Queueing Systems, vol. 109, no. 1, 7, pp. 1-25. https://doi.org/10.1007/s11134-025-09935-4","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:arXiv.org:2402.19209","is_oa":true,"landing_page_url":"http://arxiv.org/abs/2402.19209","pdf_url":"https://arxiv.org/pdf/2402.19209","source":{"id":"https://openalex.org/S4306400194","display_name":"arXiv (Cornell University)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I205783295","host_organization_name":"Cornell University","host_organization_lineage":["https://openalex.org/I205783295"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"text"},{"id":"pmh:oai:RePEc:spr:queues:v:109:y:2025:i:1:d:10.1007_s11134-025-09935-4","is_oa":false,"landing_page_url":"http://link.springer.com/10.1007/s11134-025-09935-4","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"},{"id":"pmh:oai:research.vu.nl:openaire/d6c35012-b851-4f4d-a036-79edc9985e46","is_oa":true,"landing_page_url":"https://hdl.handle.net/1871.1/d6c35012-b851-4f4d-a036-79edc9985e46","pdf_url":null,"source":{"id":"https://openalex.org/S4306401107","display_name":"VU Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I865915315","host_organization_name":"Vrije Universiteit Amsterdam","host_organization_lineage":["https://openalex.org/I865915315"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Koole, G, Li, S & Ding, S 2025, 'Call center data analysis and model validation', Queueing Systems, vol. 109, no. 1, 7, pp. 1-25. https://doi.org/10.1007/s11134-025-09935-4","raw_type":"info:eu-repo/semantics/article"},{"id":"doi:10.48550/arxiv.2402.19209","is_oa":true,"landing_page_url":"https://doi.org/10.48550/arxiv.2402.19209","pdf_url":null,"source":{"id":"https://openalex.org/S4306400194","display_name":"arXiv (Cornell University)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I205783295","host_organization_name":"Cornell University","host_organization_lineage":["https://openalex.org/I205783295"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":null,"raw_source_name":null,"raw_type":"Preprint"}],"best_oa_location":{"id":"doi:10.1007/s11134-025-09935-4","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s11134-025-09935-4","pdf_url":"https://link.springer.com/content/pdf/10.1007/s11134-025-09935-4.pdf","source":{"id":"https://openalex.org/S148503350","display_name":"Queueing Systems","issn_l":"0257-0130","issn":["0257-0130","0340-4384","1572-9443"],"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":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Queueing Systems","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4407283492.pdf","grobid_xml":"https://content.openalex.org/works/W4407283492.grobid-xml"},"referenced_works_count":19,"referenced_works":["https://openalex.org/W120099411","https://openalex.org/W1785484164","https://openalex.org/W1979236986","https://openalex.org/W2000051228","https://openalex.org/W2017221304","https://openalex.org/W2039698234","https://openalex.org/W2070215808","https://openalex.org/W2085360567","https://openalex.org/W2115574292","https://openalex.org/W2119338125","https://openalex.org/W2121722108","https://openalex.org/W2130923295","https://openalex.org/W2143626226","https://openalex.org/W2154773934","https://openalex.org/W2298106964","https://openalex.org/W2985182243","https://openalex.org/W4239364270","https://openalex.org/W4293241248","https://openalex.org/W4383067410"],"related_works":["https://openalex.org/W4391375266","https://openalex.org/W2899084033","https://openalex.org/W2748952813","https://openalex.org/W2390279801","https://openalex.org/W4391913857","https://openalex.org/W2358668433","https://openalex.org/W4396701345","https://openalex.org/W2376932109","https://openalex.org/W2001405890","https://openalex.org/W4396696052"],"abstract_inverted_index":{"Abstract":[0],"We":[1,34,53,74],"analyze":[2],"call":[3],"center":[4],"data":[5],"on":[6,18,59],"factors":[7],"such":[8,70],"as":[9,71],"agent":[10,15,81],"heterogeneity,":[11],"customer":[12],"patience":[13],"and":[14,25,49,67,80],"breaks.":[16],"Based":[17],"this,":[19],"we":[20],"construct":[21],"different":[22],"simulation":[23],"models":[24],"compare":[26],"their":[27],"performance":[28],"with":[29],"the":[30,39,46,64],"actual":[31],"realized":[32],"performance.":[33],"classify":[35],"them":[36],"according":[37],"to":[38,61],"extent":[40],"in":[41],"which":[42],"they":[43],"accurately":[44],"approximate":[45],"service":[47],"level":[48],"average":[50],"waiting":[51],"times.":[52],"also":[54],"obtain":[55],"a":[56,87],"theoretical":[57],"understanding":[58],"how":[60],"distinguish":[62],"between":[63],"model":[65],"error":[66],"other":[68],"aspects":[69],"random":[72],"noise.":[73],"conclude":[75],"that":[76],"modeling":[77],"explicitly":[78],"breaks":[79],"heterogeneity":[82],"is":[83],"crucial":[84],"for":[85],"obtaining":[86],"precise":[88],"model.":[89]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":3}],"updated_date":"2026-07-23T08:03:31.855105","created_date":"2025-10-10T00:00:00"}
