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...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
VSB-Technical University of Ostrava
2011-01-01
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| Series: | Advances in Electrical and Electronic Engineering |
| Subjects: | |
| Online Access: | http://advances.utc.sk/index.php/AEEE/article/view/34 |
| _version_ | 1797827185504944128 |
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| author | Erik Chromy Tibor Misuth Matej Kavacky |
| author_facet | Erik Chromy Tibor Misuth Matej Kavacky |
| author_sort | Erik Chromy |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-04-09T12:44:12Z |
| format | Article |
| id | doaj.art-55c5714c876c46b1a4a4909c0b293976 |
| institution | Directory Open Access Journal |
| issn | 1336-1376 1804-3119 |
| language | English |
| last_indexed | 2024-04-09T12:44:12Z |
| publishDate | 2011-01-01 |
| publisher | VSB-Technical University of Ostrava |
| record_format | Article |
| series | Advances in Electrical and Electronic Engineering |
| spelling | doaj.art-55c5714c876c46b1a4a4909c0b2939762023-05-14T20:50:03ZengVSB-Technical University of OstravaAdvances in Electrical and Electronic Engineering1336-13761804-31192011-01-019171310.15598/aeee.v9i1.3429Erlang C Formula and its Use in the Call CentersErik Chromy0Tibor MisuthMatej KavackySlovak University of TechnologyThis 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.http://advances.utc.sk/index.php/AEEE/article/view/34call center, erlang c formulamarkov modelsquality of service. |
| spellingShingle | Erik Chromy Tibor Misuth Matej Kavacky Erlang C Formula and its Use in the Call Centers Advances in Electrical and Electronic Engineering call center, erlang c formula markov models quality of service. |
| title | Erlang C Formula and its Use in the Call Centers |
| title_full | Erlang C Formula and its Use in the Call Centers |
| title_fullStr | Erlang C Formula and its Use in the Call Centers |
| title_full_unstemmed | Erlang C Formula and its Use in the Call Centers |
| title_short | Erlang C Formula and its Use in the Call Centers |
| title_sort | erlang c formula and its use in the call centers |
| topic | call center, erlang c formula markov models quality of service. |
| url | http://advances.utc.sk/index.php/AEEE/article/view/34 |
| work_keys_str_mv | AT erikchromy erlangcformulaanditsuseinthecallcenters AT tibormisuth erlangcformulaanditsuseinthecallcenters AT matejkavacky erlangcformulaanditsuseinthecallcenters |