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 CALL CENTER MODEL |
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To run this model, complete the Registration Form for a Guest Login password to download the trial version of SIMPROCESS.
After installing the trial version, open SIMPROCESS, click File on the toolbar, open the Demo folder by selecting:
C:\CACI\SIMPROCESSStudent\SPUSER\Demos
This model is also described in the Getting Started Guide:
"GetStart" Acrobat file included in the trial download,
C:\CACI\SIMPROCESSStudent\SPSYSTEM
Description:
Staffing of Call Centers has become a important issue for many
companies today. Balancing staffing levels with the need to maintain
the high level of service that consumers demand, requires complex
analysis.
In this model, three types of calls are generated: Type A, TypeB and
Type C. Each call type has its own cyclical schedule, at a generate
activity inside the Generate Phone Calls process.
The center is staffed by 3 levels of Technicians: X, Y, and Z.
- Question Type A can be answered by any of the three technicians
- Question Type B can be answered by a Y or Z Technician
- Question Type C can be answered only by a Z Technician
The numbers of each type of Technician available in the model are
model parameters. Each time the simulation is started, a dialog box
will open. The user change any of the model parameters from that
dialog.
By default, the incoming call buffer can contain no more than 10
calls on hold. If 10 callers are already on hold, the next incoming
call will get a busy signal and be dropped. The maximum number
of calls the buffer can hold is also a model parameter, the user will
be prompted to change the queue's capacity each time the model is
run.
If a call is on hold for too long (in the buffer) it will hang up
(renege). The renege time for each type of call is set by a model
parameter and can be changed each time the model is run.
This model can be run using SIMPROCESS Lite. It was built using
advanced features available in SIMPROCESS Professional.
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