Call centre management and Poisson
By edinburgh-statistics.co.uk
Optimise call centre management using Erlang formula, based on Poisson and exponential distributions
- Poisson distribution “how many events occur in a time period ?”
- Exponential distribution “what is the interval between calls ?”
- Simulation “putting theory into practice”
- Call centre management “how many call centre operators required ?”
- Terms and constraints “industry terminology and use of Erlang”
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