Arena Material: chapter 5 - AS Nida
Arena Material: chapter 5 - AS Nida Arena Material: chapter 5 - AS Nida
odel 5-1: Simple Call Center etup One phone number for customers to call in to 26 trunk lines, one needed for each call (incoming or outgoing, talking or on hold) Arriving call finding no free trunk lines gets busy signal, goes away – Count number of such rejected calls Calls arrive with interarrivals ~ EXPO (0.857) min. First call arrives at time 0 Three incoming call types Initial recording to decide ~ UNIF (0.1, 0.6) min. Tech support (76%), sales (16%), order status (8%)
odel 5-1: Simple Call Center etup (cont’d.) Tech-support calls For product type 1 (25%), 2 (34%), or 3 (41%) Needs qualified tech-support person – Two for type 1, three for type 2, three for type 3 No crossover to another type ... change in Model 5-2 – Separate FIFO queues for each type – Conversation time ~ TRIA (3, 6, 18) min. for all types Then leaves system Sales calls All the same Four sales staff, all the same – One FIFO queue feeding all sales staff Conversation time ~ TRIA (4, 15, 45) Then leaves system
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- Page 3: hat We’ll Do ... (cont’d.) Mode
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odel 5-1: Simple Call Center<br />
etup<br />
One phone number for customers to call in to<br />
26 trunk lines, one needed for each call (incoming or<br />
outgoing, talking or on hold)<br />
Arriving call finding no free trunk lines gets busy signal,<br />
goes away<br />
– Count number of such rejected calls<br />
Calls arrive with interarrivals ~ EXPO (0.857) min.<br />
First call arrives at time 0<br />
Three incoming call types<br />
Initial recording to decide ~ UNIF (0.1, 0.6) min.<br />
Tech support (76%), sales (16%), order status (8%)
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