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Home | Seminars and Symposia | Past seminars/symposia: Tuesday, October 8, 2013

DTC Seminar Series

Some intuitive and not-so-intuitive results about call centers


Elena Yudovina
University of Michigan

Tuesday, October 8, 2013
4:00 p.m. seminar

402 Walter Library

Elena Yudovina

I will talk about the problem of assigning incoming requests to agents in a call center, i.e. a multiclass queue. I will be particularly interested in a situation where the expected service time of a request is not precisely known, which is a challenge for many of the commonly-used algorithms. Instead, we will use actual business levels of the individual agent pools to determine the routing. We will see that, while this often works very well, it may also fail badly, for reasons that I still don't fully understand.


Elena Yudovina is a postdoc at the University of Michigan department of Statistics. She received her BA in mathematics from Harvard in 2008, and her PhD in mathematics from the University of Cambridge in 2012. During the summers of 2010 and 2011 she worked at Alcatel-Lucent Bell Labs on call center models. Elena is interested in applied probability, particularly the emergence of limiting behavior in large-scale systems, such as queueing models and statistical inference.