Arena Material: chapter 5 - AS Nida
Arena Material: chapter 5 - AS Nida Arena Material: chapter 5 - AS Nida
odel 5-2: Enhanced Call Center hanges (cont’d.) 4% of tech-support calls cannot be handled during the call, need offline back-office research Original call ends, same original talk-time distribution, gives up its trunk line, but not counted (yet) as completed Case sent to back office (outside model boundaries), takes EXPO (60) minutes to resolve – Offline research may be carried over night, completed on a later day Answer goes back to same tech-support person who took original call, with higher priority than incoming calls, but still might have to queue for this person This tech-support person requests a trunk line for outgoing call, higher priority than incoming calls, but still might have to queue, talks for TRIA (2 ,4 ,9) min., call is now completed Track number of each product type after research is done
odel 5-2: Enhanced Call Center ata Structure Resources, Schedules Resource, Schedule data modules Trunk Line – fixed capacity at 26 Sales – on Schedule Sales Schedule 11 individual tech-support people on individual schedules – Caution – must fill out each schedule to all 22 half-hour periods, with leading/trailing 0’s if necessary ... use Edit via Dialog or Spreadsheet, not graphical schedule editor – Ignore option to avoid shifting back schedule over multiple days – Include costing data for people in Resource data module Define nonstationary arrival-rate function in Schedule module – Arrival Schedule – Enter trailing 0’s in Edit via Dialog or Spreadsheet, not graphical schedule editor
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- Page 3 and 4: hat We’ll Do ... (cont’d.) Mode
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odel 5-2: Enhanced Call Center<br />
hanges (cont’d.)<br />
4% of tech-support calls cannot be handled<br />
during the call, need offline back-office research<br />
Original call ends, same original talk-time distribution, gives<br />
up its trunk line, but not counted (yet) as completed<br />
Case sent to back office (outside model boundaries), takes<br />
EXPO (60) minutes to resolve<br />
– Offline research may be carried over night, completed on a later day<br />
Answer goes back to same tech-support person who took<br />
original call, with higher priority than incoming calls, but still<br />
might have to queue for this person<br />
This tech-support person requests a trunk line for outgoing<br />
call, higher priority than incoming calls, but still might have<br />
to queue, talks for TRIA (2 ,4 ,9) min., call is now completed<br />
Track number of each product type after research is done
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