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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Bibliographic Details
Published in:Advances in electrical and electronic engineering 2011-03, Vol.9 (1), p.7-13
Main Authors: Chromy, Erik, Misuth, Tibor, Kavacky, Matej
Format: Article
Language:English
Subjects:
call center, erlang c formula
markov models
quality of service
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Summary: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