document: Two issues in setting call centre staffing levels Motivated by a problem facing the Police Communication Centre in Auckland , New Zealand , we consider the setting of staffing levels in a call centre with priority customers . The choice of staffing level over any particular time period -LRB- e.g. , Monday from 8 am-9 am -RRB- relies on accurate arrival rate information . The usual method for identifying the arrival rate based on historical data can , in some cases , lead to considerable errors in performance estimates for a given staffing level . We explain why , identify three potential causes of the difficulty , and describe a method for detecting and addressing such a problem
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