Does anyone whether what assumptions are made about the nature of retries in the Erlang C formular? That is, does it take into consideration people making multiple retries as opposed to just a single retry?
What I actually intended to ask was about Erlang B extended model, not Erlang C, a mistake I should apologise.
Do you know about the assumptions made on the nature of retries in the Erlang B extended model? Is it just considering a single retry per failed attempt, or does it take into consideration the possibility of doing multiple retries per failed attempt, which I think is a very natural human behavior.
It assumes multiple retries. So, if the retry figure is 70% it assumes that if you make a call and are blocked, there is a 70% chance of your making another call straight away. If that second call is blocked, there is a 70% chance of your making a third call etc…
Thanks a thousand. This is very helpful for me to size my customer’s call centre. Thanks again.
By the way, do you know of any commercially available tool that helps to size call centres that has complex set up, such as having: 1) PABX 2) IVR 3) Predictive Dialler 4) Internet call centre with feature such as: