Call Center Simulation
Call centers need to efficiently deploy resources, transfer calls, and incorporate new tools and applications to better serve customers. Discrete Event Simulation is a common tool to model these processes to find improvement opportunities to reduce wait time and improve customer satisfaction.
Below is a very simple call center simulation with two levels of support. After a brief startup phase, the "instantaneous" agent utilization at each level can be monitored, as well as average wait time and processing time. In this theoretical example, the number of agents and the target service time were adjusted to meet the service call rate and complexity.
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