Call Center Erlang C calculations
This KNIME component deals with calculation of important parameters of the Call Center using the Erlang C formula and then results are verified through simulations in attached paper, ERLANG C FORMULA AND ITS USE IN THE CALL CENTERS by Erik CHROMY, Tibor MISUTH, Matej KAVACKY. 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.
This KNIME component deals with calculation of important parameters of the Call Center using the Erlang C formula and then results are verified through simulations in attached paper, ERLANG C FORMULA AND ITS USE IN THE CALL CENTERS by Erik CHROMY, Tibor MISUTH, Matej KAVACKY. 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.
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