Simulation of a Call Center
Autor: Joshua • April 3, 2018 • 1,183 Words (5 Pages) • 552 Views
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According to the table above, we need to run the model for an additional 14 replications to arrive at a precision of 0.09. The model was run for 44 replications and the results for total time in the system and number of calls serviced are shown below
Time in the system
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Number of entities
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Utilization of resources[pic 12]
ANALYSIS OF ALTERNATE MODELS
Process Analyzer was used to check the feasibility of alternate systems, by manipulating the number of Agents working and changing the number of trunk lines in the system. The parameters analyzed are:
- Total time in system
- # Rejected calls
- Total number of calls processed
The following scenarios were analyzed
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The final scenario with an additional Agent and 20 Trunk lines seems to be the showing the most improvement in Call total time, rejected calls and queries processed. This result can be analyzed by a T test and is shown in the Box- Whisker charts below
Total time in System
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# Rejected calls due to flooded Trunk lines
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# Queries processed
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Looking at the results of the Process Analyzer there is a great improvement in increasing the number of agents to 5 and reducing the trunk lines to 20. The T test done by the Process Analyzer proves that Scenario 4 and Scenario 2 represent the best possible scenarios with respect to lower time spent in system, Lesser number of rejected calls and higher number of processed calls
CONCLUSION
From the results it is evident that adding an additional agent at the call center creates a significant improvement in the average time total time spent in the system. Adding an additional resource reduces the total time spent in the system by ~41%. Furthermore, reducing the number of trunk lines to 20 does not show an increase in the number of rejected calls due to unavailable Trunk Lines. The expectation of higher number of processed calls and reduced time spent by callers makes this a favorable scenario.
Understanding the cost factors to adding an additional resource and reducing the number of trunk lines, could help us arrive at a better informed decision.
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