Erlang-A Simulation Model
It is well known that Erlang-C and Erlang-B models play an important role in telephony call centers as they allow estimating workforce demand for inbound and outbound calls. At the same time for real-world call centers these modes are quite limited as they do not take into consideration abandonment of calls. In operational research the queue model that takes into consideration abandoned calls is known as Erlang-A. The model assumes all processes have exponential distributions and has an analytical solution.
Here we present a visual simulation model of Erlang A. The model describes a basic process and could be served as starting point for more sophisticated call center models such as multi-campaign environment, outbound dialing, multi-skilled agents, etc. Moreover it can be adopted for more realistic distribution functions where no analytical solution exists.
The model is created with the aid of simulation tool AnyLogic 6 and runs as a Java applet.
1. Follow the link: RUN Erlang-A Model!
2. Press the button “Run the model”.
3. Execution of the model will start.
4. Change parameters of the model using sliders in Control pane.
More detailed description of the model could be found here.