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

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.