STATISTISK ANALYS AV ETT CALLCENTER - MODELLERING AV INKOMMANDE SAMTAL
Statistical theory suggests that call arrivals to a telephone exchange follow a Poisson process and that time between successive calls is exponentially distributed. Previous studies indicate that the average number of arrivals changes over time, and thus follow a time-inhomogeneous Poisson distribution. The purpose of this thesis is to assess if the characteristics of daily calls to a call center