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Erlang C Formula and its Use in the Call Centers

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Author(s): Erik Chromy | Tibor Misuth | Matej Kavacky

Journal: Advances in Electrical and Electronic Engineering
ISSN 1804-3119

Volume: 9;
Issue: 1;
Start page: 7;
Date: 2011;
Original page

Keywords: Call Center | Erlang C Formula | Markov Models | Quality of Service.

ABSTRACT
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.
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