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Categories

Call Center - Business Processes

Call Center

A model of a call center with two types of agents with different skills and two types of incoming calls. The model focuses of call routing. The calls arrive at certain rates and are placed in queues (one queue for each call type). Some callers abandon from the queue after a certain waiting time. There are two agent groups, each trained to handle a particular call type. However the agents are also cross-trained so that they can handle calls of different type, yet less efficiently.  The logic for call routing is the following: a call is routed to the “native” agent, if there is one available; otherwise, the call is routed to the “alien” agent, again if the latter is idle. The output metrics in this model are the queue lengths and “service levels” for both call types. All parameters can be changed on-the-fly, including the routing options.

The model was created with AnyLogic - simulation software / Call center

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