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
Main Authors: Chromy, Erik; Slovak University of Technology, Misuth, Tibor, Kavacky, Matej
Format: Online
Published: Faculty of Electrical Engineering and Computer Science 2011
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