{"paper":{"title":"Call center service times are lognormal. A Fokker--Planck description","license":"http://arxiv.org/licenses/nonexclusive-distrib/1.0/","headline":"","cross_cats":[],"primary_cat":"physics.soc-ph","authors_text":"Giuseppe Toscani, Stefano Gualandi","submitted_at":"2018-02-23T17:00:08Z","abstract_excerpt":"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 introduci"},"claims":{"count":0,"items":[],"snapshot_sha256":"258153158e38e3291e3d48162225fcdb2d5a3ed65a07baac614ab91432fd4f57"},"source":{"id":"1802.09398","kind":"arxiv","version":1},"verdict":{"id":null,"model_set":{},"created_at":null,"strongest_claim":"","one_line_summary":"","pipeline_version":null,"weakest_assumption":"","pith_extraction_headline":""},"references":{"count":0,"sample":[],"resolved_work":0,"snapshot_sha256":"258153158e38e3291e3d48162225fcdb2d5a3ed65a07baac614ab91432fd4f57","internal_anchors":0},"formal_canon":{"evidence_count":0,"snapshot_sha256":"258153158e38e3291e3d48162225fcdb2d5a3ed65a07baac614ab91432fd4f57"},"author_claims":{"count":0,"strong_count":0,"snapshot_sha256":"258153158e38e3291e3d48162225fcdb2d5a3ed65a07baac614ab91432fd4f57"},"builder_version":"pith-number-builder-2026-05-17-v1"}