• Call Center Management, Forecasting and Staffing
• Service Engineering and Queueing Theory
  • Avi Mandelbaum's Service Engineering 2003 Link
  • Avi Mandelbaum's Service Engineering General Link
  • Ward Whitt's Customer Contact Center Link

• Internet Traffic Analysis
  • UNC Internet Traffic Study Group
  • UNC Distributed and Real-Time Systems (DiRT) Group
  • UNC Network Study Group Analysis Summary Page
  • Cheolwoo Park

  • Bill Cleveland's Homepage
  • Bell Labs Internet Traffic Research

• Voice over IP
  • Henning Schulzrinne at CS Columbia

• Decision Theory
• Modeling and Forecasting of Nonlinear Time Series
• Nonparametric Regression
• Statistical Function Estimation via Polynomial Splines
• Statistical Inference for Lognormal Distributions
• Wharton Statistics & Finance Seminar

• J. Parker Bursk Memorial Prize, awarded to the best student researcher, Department of Statistics, University of Pennsylvania, 2002.

• Brown, L.D. - Empirical Analysis of Call Center Traffic. The Wharton Call Center Forum, University of Pennsylvania, May 8, 2003.
• Brown, L.D. - Estimation and Prediction in a Random Effects Point-process Model Involving Autoregressive Terms. Purdue 2003 Symposium, June 22, 2003.

indicates PostScript files; indicates PDF files.

• Haipeng Shen
  Nonparametric Regression for Problems Involving Lognormal Distributions .
  (Last Update: July 1, 2003)
  Working PhD Thesis under Advisor Dr. Lawrence D. Brown.

• Lawrence D. Brown, Noah Gans, Avishai Mandelbaum, Anat Sakov, Haipeng Shen, Sergey Zeltyn, Linda H. Zhao.
  Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective .
  Submitted for publication.

• Jianhua Huang, Haipeng Shen.
  Functional Coefficient Regression Models for Nonlinear Time Series: A Polynomial Spline Approach
  Submitted for publication.

• Lawrence D. Brown, Haipeng Shen.
  Nonparametric Regression and Confidence Bands When Errors are Lognormal with Application to Bank Call Center Data
  Presented at the JSM2002.

American Statistical Association
Institute of Mathematical Statistics

Miscellaneous Links