, Recherche -SAE diffusion, 2018.
Organisation des Centres 15 : "chaque appel compte, chaque seconde compte, MEAH, vol.710, pp.61-67, 2008. ,
Call centre management: responsibilities and performance, Int. J. Serv. Ind. Manag, vol.17, issue.3, pp.284-300, 2006. ,
Improving the management of an emergency call service by combining process mining and discrete event simulation approaches, Proc. Risks Resilience Collaborative Netw, pp.535-546, 2015. ,
URL : https://hal.archives-ouvertes.fr/hal-01437942
An emergency medical system simulation model, Proc. 5th Conf. Winter Simul, pp.18-25, 1971. ,
Modeling an emergency medical services system using computer simulation, Int. J. Med. Inf, vol.72, issue.1, pp.57-72, 2003. ,
Understanding diversity among prehospital care delivery systems around the world, Emerg. Med. Clin, vol.23, issue.1, pp.99-114, 2005. ,
Essential role of prehospital care in the optimal outcome from major trauma, Emerg. Med, vol.12, issue.2, pp.103-111, 2000. ,
Crisis Management Planning and Execution, 2006. ,
Telephone call centers: Tutorial, review, and research prospects, Manuf. Serv. Oper. Manag, vol.5, issue.2, pp.79-141, 2003. ,
Key performance indicators' assessment to develop best practices in an emergency medical communication centre, Eur. J. Emerg. Med. Off. J. Eur. Soc. Emerg. Med, 2017. ,
Staffing multi-skill call centers via search methods and a performance approximation, IIE Trans, vol.41, issue.6, pp.483-497, 2009. ,
Dispatcher-assisted bystander cardiopulmonary resuscitation in a metropolitan city: A before-after population-based study, Resuscitation, vol.85, issue.1, pp.34-41, 2014. ,
Looking back: Exploring the psychology of queuing and the effect of the number of people behind, J. Consum. Res, vol.29, issue.4, pp.517-530, 2003. ,
Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment, 1997. ,
Evaluating arrival rate uncertainty in call centers, Proc. Winter Simul. Conf, pp.2180-2187, 2006. ,
Determining appropriate staffing adjustments in a call center staff group, Proc. Int. Conf. Social Comput, pp.1046-1053, 2013. ,
Estimating customer patience-time density in largescale call centers, Proc. 7th Int, pp.1-5, 2010. ,
Public Safety Communications Magazine, pp.30-38, 2012. ,
Queueing models of call centers: An introduction, Ann. Oper. Res, vol.113, issue.1-4, pp.41-59, 2002. ,
A staffing algorithm for call centers with skill-based routing, Manuf. Serv. Oper. Manag, vol.7, issue.4, pp.276-294, 2005. ,
Benefits of cross-training in a skill-based routing contact center with priority queues and impatient customers, IIE Trans, vol.41, issue.6, pp.524-536, 2009. ,
Call-type dependence in multiskill call centers, Simulation, vol.89, issue.6, pp.722-734, 2013. ,
Designing a call center with impatient customers, Manuf. Serv. Oper. Manag, vol.4, issue.3, pp.208-227, 2002. ,
Statistical analysis of a telephone call center: A queueing-science perspective, J. Amer. Statist. Assoc, vol.100, pp.36-50, 2005. ,
Does the Erlang C model fit in real call centers, Proc. Winter Simul. Conf., 2010, pp.2853-2864 ,
Service times in call centers: Agent heterogeneity and learning with some operational consequences, Institute of Mathematical Statistics Collections, pp.99-123, 2010. ,
Emergency medical services and beyond: Addressing new challenges through a wide literature review, Comput. Oper. Res, vol.78, pp.349-368, 2017. ,
A review on simulation models applied to emergency medical service operations, Comput. Ind. Eng, vol.66, issue.4, pp.734-750, 2013. ,
URL : https://hal.archives-ouvertes.fr/hal-01672393
Verification and validation of simulation models, Proc. Winter Simul, pp.162-176, 2009. ,
A meta model for process mining data, Proc. 2nd Open INTEROP Workshop Enterprise Modelling Ontologies Interoperability (EMOI -INTEROP '05), pp.309-320, 2005. ,
Telephone circuit holding time distributions, Teletraffic Science and Engineering, vol.1, pp.125-134, 1994. ,
Capacity planning of emergency call centers, 2013. ,
Optimal emergency medical service system design, Dept. Stochastics Financial Math, 2012. ,
EMS call center models with and without function differentiation: A comparison, Oper. Res. Health Care, vol.12, pp.16-28, 2017. ,
Applied Regression Analysis, 2014. ,
Dynamic routing policies for multiskill call centers, Probab. Eng. Inf. Sci, vol.23, issue.1, pp.101-119, 2009. ,
Call centers with hyperexponential patience modeling, Int. J. Prod. Econ, vol.141, issue.1, pp.307-315, 2013. ,
URL : https://hal.archives-ouvertes.fr/hal-00779104
Simulation and real-time optimised relocation for improving ambulance operations, Handbook of Healthcare Operations Management, pp.289-317, 2013. ,
Verification and validation of simulation models, J. Simul, vol.7, issue.1, pp.12-24, 2013. ,
Simulation Modeling and Analysis, 2000. ,
Exploratory Data Analysis, 1977. ,
Bivariate distributions based on simple translation systems, Biometrika, vol.36, issue.3/4, pp.297-304, 1949. ,
Resilience, vulnerability, and adaptive capacity: Implications for system performance, 2004. ,