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Categories

BlendedInboundAgent - Business Processes

58 runs

Added by Seth Nable

Simulation method: Discrete Event

Tags: call center

BlendedInboundAgent

Challenge:

It's diffcult to estimate the number of inbound call center agents needed when sharing resources across inbound queues.  

Solution:

The simulation attempts to evaluate the impact on call answer rates when resources are shared across two queues.  The user can modify call arrival volume, call duration and number of available resources on average answer speed.

Results:

What benefits were delivered? What surprises or new insights were gained? What savings, improvements, or new strategies were enabled by this model?

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