Does the Erlang C model fit in real call centers?

Thomas R. Robbins, Deborah J. Medeiros, Terry P. Harrison. Does the Erlang C model fit in real call centers?. In Proceedings of the 2010 Winter Simulation Conference, WSC 2010, Baltimore, Maryland, USA, 5-8 December 2010. pages 2853-2864, WSC, 2010. [doi]

Abstract

Abstract is missing.