When planning your call center operations, important decisions to make are how many agents to have available given an expected volume of incoming calls, as well as the capacity of the phone system in terms of how many calls can be handled or kept on hold at a given time. Simulating a call center can help determine the amount of these resources necessary to maintain the desired level of service.
This tool simulates a call center with the specified number of agents, average call time, call arrival rate, and phone system capacity. Calls that arrive when the phone system is at capacity get blocked by a busy signal and are lost. The simulation is of the call center with the specified parameters operating continuously over 30 days. Once the simulation completes, data regarding wait times, call queue length, blocked calls, and agent utilization will be displayed.
Call arrivals are random with a poisson distribution, and call lengths are random with a quasi-exponential distribution (drawn from an exponential distribution, then rounded up to the nearest 5-second increment). If you want to use different distributions, or otherwise inspect or modify the model, press the "View/modify simulation model" button, which will open up the model in the simulation engine. You can then edit and simulate the model as desired.
