{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,7,11]],"date-time":"2025-07-11T10:35:20Z","timestamp":1752230120913,"version":"3.28.0"},"reference-count":29,"publisher":"IEEE","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2015,12]]},"DOI":"10.1109\/wsc.2015.7408410","type":"proceedings-article","created":{"date-parts":[[2016,5,7]],"date-time":"2016-05-07T05:42:38Z","timestamp":1462599758000},"page":"3073-3084","source":"Crossref","is-referenced-by-count":11,"title":["Waiting time predictors for multi-skill call centers"],"prefix":"10.1109","author":[{"given":"Mamadou","family":"Thiongane","sequence":"first","affiliation":[]},{"given":"Wyean","family":"Chan","sequence":"additional","affiliation":[]},{"given":"Pierre","family":"L'Ecuyer","sequence":"additional","affiliation":[]}],"member":"263","reference":[{"key":"ref10","article-title":"Pylearn2: A Machine Learning Research Library","author":"goodfellow","year":"2013","journal-title":"arXiv preprint arXiv 1308 4214"},{"key":"ref11","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.1060.0686"},{"key":"ref12","article-title":"Does the Past Predict the Future? The Case of Delay Announcements in Service Systems","author":"ibrahim","year":"2015","journal-title":"Manuscript"},{"key":"ref13","doi-asserted-by":"publisher","DOI":"10.1109\/WSC.2008.4736409"},{"key":"ref14","doi-asserted-by":"publisher","DOI":"10.1287\/msom.1080.0223"},{"key":"ref15","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.1090.1041"},{"key":"ref16","first-page":"2375","article-title":"Delay Predictors for Customer Service Systems with Time-Varying Parameters","author":"ibrahim","year":"2010","journal-title":"Proceedings of the 2010 Winter Simulation Conference"},{"key":"ref17","doi-asserted-by":"publisher","DOI":"10.1111\/j.1937-5956.2010.01196.x"},{"key":"ref18","doi-asserted-by":"publisher","DOI":"10.1287\/opre.1110.0974"},{"key":"ref19","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijpe.2008.01.011"},{"key":"ref28","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.45.6.870"},{"journal-title":"Pattern Recognition and Machine Learning","year":"2006","author":"bishop","key":"ref4"},{"key":"ref27","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.45.2.192"},{"key":"ref3","article-title":"Unsupervised Feature Learning and Deep Learning: A Review and New Perspectives","volume":"abs 1206 5538","author":"bengio","year":"2012","journal-title":"CoRR"},{"key":"ref6","doi-asserted-by":"crossref","DOI":"10.1007\/978-1-4612-6333-3","article-title":"Number 27 in Applied Mathematical Sciences Series","author":"de boor","year":"1978","journal-title":"A practical Guide to Splines"},{"key":"ref29","doi-asserted-by":"crossref","DOI":"10.1201\/9781420010404","author":"wood","year":"2006","journal-title":"Generalized Additive Models An Introduction with R"},{"key":"ref5","doi-asserted-by":"publisher","DOI":"10.1287\/msom.2014.0493"},{"key":"ref8","doi-asserted-by":"publisher","DOI":"10.1287\/msom.5.2.79.16071"},{"key":"ref7","first-page":"59","article-title":"Consumers' Reactions to Waiting: When Delays Affect the Perception of Service Quality","volume":"16","author":"dub\u00e9-rioux","year":"1989","journal-title":"Advances in Consumer Research"},{"key":"ref2","doi-asserted-by":"publisher","DOI":"10.1287\/opre.1080.0533"},{"key":"ref9","first-page":"315","article-title":"Deep Sparse Rectifier Neural Networks","volume":"15","author":"glorot","year":"2011","journal-title":"Proceedings of the Fourteenth International Conference on Artificial Intelligence and Statistics (AISTATS-11)"},{"key":"ref1","doi-asserted-by":"publisher","DOI":"10.1287\/opre.1030.0088"},{"key":"ref20","doi-asserted-by":"publisher","DOI":"10.1287\/msom.1110.0339"},{"key":"ref22","first-page":"26","article-title":"Waiting in the Emergency Room: How to Improve Patient Satisfaction","volume":"16","author":"mowen","year":"1993","journal-title":"Journal of Health Care Marketing"},{"key":"ref21","doi-asserted-by":"publisher","DOI":"10.1038\/nature14539"},{"journal-title":"R A Language and Environment for Statistical Computing","year":"2014","key":"ref24"},{"journal-title":"Predicting Waiting Times in Telephone Service Systems","year":"2002","author":"nakibly","key":"ref23"},{"key":"ref26","doi-asserted-by":"publisher","DOI":"10.2307\/1252269"},{"key":"ref25","doi-asserted-by":"publisher","DOI":"10.1016\/j.is.2015.03.010"}],"event":{"name":"2015 Winter Simulation Conference (WSC)","start":{"date-parts":[[2015,12,6]]},"location":"Huntington Beach, CA, USA","end":{"date-parts":[[2015,12,9]]}},"container-title":["2015 Winter Simulation Conference (WSC)"],"original-title":[],"link":[{"URL":"http:\/\/xplorestaging.ieee.org\/ielx7\/7399125\/7408148\/07408410.pdf?arnumber=7408410","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,9,7]],"date-time":"2019-09-07T07:38:04Z","timestamp":1567841884000},"score":1,"resource":{"primary":{"URL":"http:\/\/ieeexplore.ieee.org\/document\/7408410\/"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2015,12]]},"references-count":29,"URL":"https:\/\/doi.org\/10.1109\/wsc.2015.7408410","relation":{},"subject":[],"published":{"date-parts":[[2015,12]]}}}