Erlang C Formula and its Use in the Call Centers

This paper deals with calculation of important parameters of the Call Center using the Erlang C formula and then results are verified through simulations. Erlang C formula is defined as a function of two variables: the number of agents N and the load A. On the base of their values it is possible to...

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Veröffentlicht in:	Advances in electrical and electronic engineering 2011-03, Vol.9 (1), p.7-13
Hauptverfasser:	Chromy, Erik, Misuth, Tibor, Kavacky, Matej
Format:	Artikel
Sprache:	eng
Schlagworte:	call center, erlang c formula markov models quality of service
Online-Zugang:	Volltext
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Beschreibung
Zusammenfassung:	This paper deals with calculation of important parameters of the Call Center using the Erlang C formula and then results are verified through simulations. Erlang C formula is defined as a function of two variables: the number of agents N and the load A. On the base of their values it is possible to determine the probability PC, that the incoming call will not be served immediately, but it will have to wait in the waiting queue. Simulations satisfy the assumption of Markov models.
ISSN:	1336-1376 1804-3119
DOI:	10.15598/aeee.v9i1.34