Mini call center simulator

In many cases, human resource planning is done in call centers based on the Erlang-C-formulaIn the Erlang-C formula many properties of real call center systems that are crucial for the performance variables remain disregarded. In the classical formulation, the Erlang-C formula considers neither waiting time cancelation nor repeatersThere is an extended version of the Erlang-C formula, in which at least the waiting time cancelation is respected. Furthermore, in the Erlang-C formula it is assumed that both the service times and the waiting time tolerances of the clients are exponentially distributed, which in reality is also rarely the case.

The mini call center simulator maps a call center system by taking into account exactly the above characteristics. When viewing the results, the simulation results are also faced with the Erlang-C results and it is specified, which properties of the system lead to the differences between simulation and formula results.

The mini call center simulator is primarily intended for teaching purposes. Although in the mini call center simulator various distributions for the inter-arrival times, the service times, etc. can be used and there are also the relevant characteristics "impatient cliens" and "repeated attempts" available, however, neither different client groups and skills of the agents nor the course over the day of the arrival-rate is displayed. These and many other features are available in the full call center simulator.


MiniCallcenterSimulatorSetup.exe (ca. 40 MB) (ca. 40 MB)

There is no guarantee for the correctness of the results of the simulation. Also no liability is assumed for the effects of possible conclusions from the simulation results.


Dr. Alexander Herzog

Institute of Mathematics
Research group Stochastic models in engeineering science
Room 115 / Erzstraße 1
38678 Clausthal-Zellerfeld

Phone: +49 5323 72-2966
Fax: +49 5323 72-2304 (Secretary)


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