Abstract
Call centers are service networks in which agents provide telephone-based services. An important part of call center operations is represented by service durations. In recent statistical analysis of real data, it has been noted that the distribution of service times reveals a remarkable fit to the lognormal distribution. In this paper, we discuss a possible source of this behavior by resorting to classical methods of statistical mechanics of multi-agent systems. The microscopic service time variation leading to a linear kinetic equation with lognormal equilibrium density is built up introducing as main criterion for decision a suitable value function in the spirit of the prospect theory of Kahneman and Twersky.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
