@article{chehen01,
	abstract = {Motivated by a problem facing the Police Communication Centre in Auckland, New Zealand, we consider the setting of staffing levels in a call centre with priority customers. The choice of staffing level over any particular time period (e.g., Monday from 8am - 9am) relies on accurate arrival rate information. The usual method for identifying the arrival rate based on historical data can, in some cases, lead to considerable errors in performance estimates for a given staffing level. We explain why, identify three potential causes of the difficulty, and describe a method for detecting and addressing such a problem.},
	author = {B. P. K. Chen and S. G. Henderson},
	date-added = {2016-01-10 16:07:54 +0000},
	date-modified = {2016-01-10 16:07:54 +0000},
	journal = {Annals of Operations Research},
	pages = {175--192},
	title = {Two issues in setting call center staffing levels},
	url_paper = {pubs/TwoIssues.pdf},
	volume = {108},
	year = {2001}}

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