In this paper an alternative model to those frequently used in Call Centers for estimating the abandon rate is introduced. In particular it is compared with both Erlang-C and Erlang-A models. Additionally its results are compared with real data from a Call Center, showing its utility and performance against those obtained from Erlang-A. Various measures of the goodness-of-fit of the estimated values vs. real data are presented, and also compared with the Erlang-C model.
展开▼
