Managing uncertainty in call centres using Poisson mixtures

We model a call centre as a queueing model with Poisson arrivals having an unknown varying arrival rate. We show how to compute prediction intervals for the arrival rate, and use the Erlang formula for the waiting time to compute the consequences for the occupancy level of the call centre. We compare it to the current practice of using a point estimate of the arrival rate (assumed constant) as forecast. Copyright © 2001 John Wiley & Sons, Ltd.