• DocumentCode
    3636864
  • Title

    Method for Fast Estimation of Contact Centre Parameters Using Erlang C Model

  • Author

    Tibor Mišuth;Erik Chromý;Ivan Baronák

  • Author_Institution
    Dept. of Telecommun. Fac. of Electr. Eng. &
  • fYear
    2010
  • Firstpage
    181
  • Lastpage
    185
  • Abstract
    The paper deals with Contact centre parameters estimation. The ideas are based on Erlang C mathematical model that is useful during Contact centre design and implementation. We concentrate on modification of the basic Erlangs’ formulae to provide resources non-demanding iterative method of Contact centre parameters’ calculation. Especially we focus on the staffing requirements to meet certain requests handling level with minimum queuing. The accuracy of the computation results based on newly derived formulae is proofed against simulation.
  • Keywords
    "Mathematical model","Contacts","Quality of service","Reliability theory","Information technology","Parameter estimation","Iterative methods","Computational modeling","Queueing analysis","Traffic control"
  • Publisher
    ieee
  • Conference_Titel
    Communication Theory, Reliability, and Quality of Service (CTRQ), 2010 Third International Conference on
  • Print_ISBN
    978-1-4244-7273-4
  • Type

    conf

  • DOI
    10.1109/CTRQ.2010.38
  • Filename
    5532764
    • Link To Document
    https://search.isc.ac/dl/search/defaultta.aspx?DTC=49&DC=3636864