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With the Erlang X model we indicate a mathematical description of a call center that includes the following features:
a finite number of lines;
abandonments and redials.
Owing to these additional features the output of this calculator approaches the reality more accurately than the Erlang-C calculator.
However, to model abandonments and redials one needs to estimate the average patience of callers and the average percentage that redials.
This requires detailed historical data.
An estimator for the average patience is given on page 32 of Call center mathematics.
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