Related papers: Call-Center Staff Scheduling Considering Performan…
Research has proven that stress reduces quality of life and causes many diseases. For this reason, several researchers devised stress detection systems based on physiological parameters. However, these systems require that obtrusive sensors…
In the context of decision making under explorable uncertainty, scheduling with testing is a powerful technique used in the management of computer systems to improve performance via better job-dispatching decisions. Upon job arrival, a…
Recent advances in neurosciences and psychology have provided evidence that affective phenomena pervade intelligence at many levels, being inseparable from the cognitionaction loop. Perception, attention, memory, learning, decisionmaking,…
Efficient personnel scheduling plays a significant role in matching workload demand in organizations. However, staff scheduling is sometimes affected by unexpected events, such as the COVID-19 pandemic, that disrupt regular operations.…
Time pressure and question difficulty can trigger stress and cognitive overload in web-based surveys, compromising data quality and user experience. Most stress detection methods are based on low-resolution self-reports, which are poorly…
This study delves into the increasingly pertinent issue of technostress in the workplace and its multifaceted impact on job performance. Technostress, emerging from the rapid integration of technology in professional settings, is identified…
This paper considers appointment scheduling in a setting in which at every client arrival the schedule of all future clients can be adapted. Starting our analysis with an explicit treatment of the case of exponentially distributed service…
We consider forecasting the latent rate profiles of a time series of inhomogeneous Poisson processes. The work is motivated by operations management of queueing systems, in particular, telephone call centers, where accurate forecasting of…
This paper considers the adaptation of the e-coaching concept at times of emergencies and disasters, through aiding the e-coaching with intelligent tools for monitoring humans' affective state. The states such as anxiety, panic, avoidance,…
In a call center, staffing decisions must be made before the call arrival rate is known with certainty. Then, once the arrival rate becomes known, the call center may be over-staffed, in which case staff are being paid to be idle, or…
The design space of networked embedded systems is very large, posing challenges to the optimisation of such platforms when it comes to support applications with real-time guarantees. Recent research has shown that a number of inter-related…
In this paper we consider two problems regarding the scheduling of available personnel in order to perform a given quantity of work, which can be arbitrarily decomposed into a sequence of activities. We are interested in schedules which…
Minimizing job scheduling time is a fundamental issue in data center networks that has been extensively studied in recent years. The incoming jobs require different CPU and memory units, and span different number of time slots. The…
Formal coordination mechanisms are of growing importance as human-based service delivery becomes more globalized and informal mechanisms are no longer effective. Further it is becoming apparent that business environments, communication…
The time pressure associated with software development, among other factors, often leads to a diminished emotional state among developers. However, whether emotions affect perceived productivity remains an open question. This study aims to…
In the quest to improve services, companies offer customers the option to interact with agents via texting. Such contact centers face unique challenges compared to traditional call centers, as measuring customer experience proxies like…
In most service systems, the servers are humans who desire to experience a certain level of idleness. In call centers, this manifests itself as the call avoidance behavior, where servers strategically adjust their service rate to strike a…
An acceptable response time of a server is an important aspect in many client-server applications; this is evident in situations in which the server is overloaded by many computationally intensive requests. In this work, we consider that…
In the current age, human lifestyle has become more knowledge oriented leading to generation of sedentary employment. This has given rise to a number of health and mental disorders. Mental wellness is one of the most neglected but crucial…
We consider a multi-class queueing model of a telephone call center, in which a system manager dynamically allocates available servers to customer calls. Calls can terminate through either service completion or customer abandonment, and the…