Call center service times are lognormal. A Fokker--Planck description

TL;DR

This paper models call center service times as a lognormal distribution using a kinetic equation derived from multi-agent system principles, linking statistical mechanics with observed data.

Contribution

It introduces a microscopic model based on prospect theory that explains the lognormal distribution of service times in call centers.

Findings

Service times follow a lognormal distribution.

A kinetic equation with lognormal equilibrium is derived.

The model connects decision-making criteria to observed service time distributions.

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 noticed 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.