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Alternative model for estimating the abandon rate in Call Centers

In this paper an alternative model to those frequently used in Call Centers for estimating the abandon rate is introduced. In particular it is compared with both Erlang-C and Erlang-A models. Additionally its results are compared with real data from a Call Center, showing its utility and performance against those obtained from Erlang-A. Various measures of the goodness-of-fit of the estimated values vs. real data are presented, and also compared with the Erlang-C model.