{"id":"https://openalex.org/W3141533802","doi":"https://doi.org/10.1109/wsc.2010.5678980","title":"Does the Erlang C model fit in real call centers?","display_name":"Does the Erlang C model fit in real call centers?","publication_year":2010,"publication_date":"2010-12-01","ids":{"openalex":"https://openalex.org/W3141533802","doi":"https://doi.org/10.1109/wsc.2010.5678980","mag":"3141533802"},"language":"en","primary_location":{"id":"doi:10.1109/wsc.2010.5678980","is_oa":false,"landing_page_url":"https://doi.org/10.1109/wsc.2010.5678980","pdf_url":null,"source":{"id":"https://openalex.org/S4363608948","display_name":"Proceedings of the 2010 Winter Simulation Conference","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2010 Winter Simulation Conference","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5040809898","display_name":"Thomas R. Robbins","orcid":"https://orcid.org/0000-0002-9193-6095"},"institutions":[{"id":"https://openalex.org/I186335123","display_name":"East Carolina University","ror":"https://ror.org/01vx35703","country_code":"US","type":"education","lineage":["https://openalex.org/I186335123"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Thomas R. Robbins","raw_affiliation_strings":["Department of Marketing and Supply Chain, East Carolina University, Greenville, NC, USA"],"affiliations":[{"raw_affiliation_string":"Department of Marketing and Supply Chain, East Carolina University, Greenville, NC, USA","institution_ids":["https://openalex.org/I186335123"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5084471947","display_name":"D. J. Medeiros","orcid":null},"institutions":[{"id":"https://openalex.org/I130769515","display_name":"Pennsylvania State University","ror":"https://ror.org/04p491231","country_code":"US","type":"education","lineage":["https://openalex.org/I130769515"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"D. J. Medeiros","raw_affiliation_strings":["Industrial and Manufacturing Engineering, Pennsylvania State University, University Park, PA, USA"],"affiliations":[{"raw_affiliation_string":"Industrial and Manufacturing Engineering, Pennsylvania State University, University Park, PA, USA","institution_ids":["https://openalex.org/I130769515"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5024519380","display_name":"Terry P. Harrison","orcid":null},"institutions":[{"id":"https://openalex.org/I130769515","display_name":"Pennsylvania State University","ror":"https://ror.org/04p491231","country_code":"US","type":"education","lineage":["https://openalex.org/I130769515"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Terry P. Harrison","raw_affiliation_strings":["Smeal College of Business, Pennsylvania State University, University Park, PA, USA"],"affiliations":[{"raw_affiliation_string":"Smeal College of Business, Pennsylvania State University, University Park, PA, USA","institution_ids":["https://openalex.org/I130769515"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5040809898"],"corresponding_institution_ids":["https://openalex.org/I186335123"],"apc_list":null,"apc_paid":null,"fwci":1.0141,"has_fulltext":false,"cited_by_count":23,"citation_normalized_percentile":{"value":0.76829268,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"2853","last_page":"2864"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10575","display_name":"Wireless Communication Networks Research","score":0.9843999743461609,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11409","display_name":"Advanced Wireless Network Optimization","score":0.9763000011444092,"subfield":{"id":"https://openalex.org/subfields/2208","display_name":"Electrical and Electronic Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/erlang","display_name":"Erlang (programming language)","score":0.8791610598564148},{"id":"https://openalex.org/keywords/erlang-distribution","display_name":"Erlang distribution","score":0.8228363990783691},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6918487548828125},{"id":"https://openalex.org/keywords/queueing-theory","display_name":"Queueing theory","score":0.595657229423523},{"id":"https://openalex.org/keywords/statistics","display_name":"Statistics","score":0.2930856943130493},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.17027640342712402},{"id":"https://openalex.org/keywords/exponential-distribution","display_name":"Exponential distribution","score":0.14754298329353333},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.14134123921394348},{"id":"https://openalex.org/keywords/theoretical-computer-science","display_name":"Theoretical computer science","score":0.13470175862312317}],"concepts":[{"id":"https://openalex.org/C82484044","wikidata":"https://www.wikidata.org/wiki/Q334879","display_name":"Erlang (programming language)","level":3,"score":0.8791610598564148},{"id":"https://openalex.org/C145437242","wikidata":"https://www.wikidata.org/wiki/Q762448","display_name":"Erlang distribution","level":3,"score":0.8228363990783691},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6918487548828125},{"id":"https://openalex.org/C22684755","wikidata":"https://www.wikidata.org/wiki/Q847526","display_name":"Queueing theory","level":2,"score":0.595657229423523},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.2930856943130493},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.17027640342712402},{"id":"https://openalex.org/C55350006","wikidata":"https://www.wikidata.org/wiki/Q237193","display_name":"Exponential distribution","level":2,"score":0.14754298329353333},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.14134123921394348},{"id":"https://openalex.org/C80444323","wikidata":"https://www.wikidata.org/wiki/Q2878974","display_name":"Theoretical computer science","level":1,"score":0.13470175862312317},{"id":"https://openalex.org/C42383842","wikidata":"https://www.wikidata.org/wiki/Q193076","display_name":"Functional programming","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/wsc.2010.5678980","is_oa":false,"landing_page_url":"https://doi.org/10.1109/wsc.2010.5678980","pdf_url":null,"source":{"id":"https://openalex.org/S4363608948","display_name":"Proceedings of the 2010 Winter Simulation Conference","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2010 Winter Simulation Conference","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":22,"referenced_works":["https://openalex.org/W134761496","https://openalex.org/W1481542150","https://openalex.org/W2011786610","https://openalex.org/W2037231736","https://openalex.org/W2039698234","https://openalex.org/W2068325914","https://openalex.org/W2081038156","https://openalex.org/W2098364636","https://openalex.org/W2119338125","https://openalex.org/W2121722108","https://openalex.org/W2122320538","https://openalex.org/W2128483867","https://openalex.org/W2141712372","https://openalex.org/W2143920039","https://openalex.org/W2150838221","https://openalex.org/W2153179668","https://openalex.org/W2155637385","https://openalex.org/W2165476561","https://openalex.org/W2538048567","https://openalex.org/W2762223216","https://openalex.org/W2970576388","https://openalex.org/W4249753629"],"related_works":["https://openalex.org/W2594392289","https://openalex.org/W830184964","https://openalex.org/W4380886430","https://openalex.org/W2613997428","https://openalex.org/W2322385984","https://openalex.org/W4327524501","https://openalex.org/W1999178477","https://openalex.org/W4233259071","https://openalex.org/W2162800547","https://openalex.org/W2063143196"],"abstract_inverted_index":{"We":[0,37],"consider":[1],"the":[2,28,39,44,57,67,94,105,108,128,132],"Erlang":[3,16,45,58,68],"C":[4,17,46,59,69],"model,":[5],"a":[6,19,49],"queuing":[7],"model":[8,21,29,47,53,70,133],"commonly":[9,31],"used":[10,32],"to":[11,48,73,90,97,111],"analyze":[12],"call":[13,50,137],"center":[14,51],"performance.":[15],"is":[18,27,71,124],"simple":[20],"that":[22,66,81,107],"ignores":[23],"caller":[24],"abandonment":[25,129],"and":[26,35,87,144],"most":[30,88],"by":[33],"practitioners":[34],"researchers.":[36],"compare":[38],"theoretical":[40],"performance":[41],"predictions":[42],"of":[43,56,142],"simulation":[52],"where":[54],"many":[55],"assumptions":[60],"are":[61,84],"relaxed.":[62],"Our":[63],"findings":[64],"indicate":[65],"subject":[72],"significant":[74],"error":[75,123],"in":[76,136],"predicting":[77],"system":[78,95],"performance,":[79],"but":[80],"these":[82],"errors":[83],"heavily":[85],"biased":[86],"likely":[89],"be":[91,104],"pessimistic,":[92],"i.e.":[93],"tends":[96],"perform":[98],"better":[99],"than":[100],"predicted.":[101],"It":[102],"may":[103],"case":[106],"model's":[109],"tendency":[110],"provide":[112],"pessimistic":[113],"(i.e.":[114],"conservative)":[115],"estimates":[116],"helps":[117],"explain":[118],"its":[119],"continued":[120],"popularity.":[121],"Prediction":[122],"strongly":[125],"correlated":[126],"with":[127,139],"rate":[130],"so":[131],"works":[134],"best":[135],"centers":[138],"large":[140],"numbers":[141],"agents":[143],"relatively":[145],"low":[146],"utilization":[147],"rates.":[148]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
