Simulation and Optimization

The graphic on the right (screenshot from the call center simulator) shows which parameters are detected during simulation. For clarity, not all categories are expanded in the figure.

Due to the the high speed of the simulator this way statements about the effect of certain changes to the real call center network can be made very quickly. With the help of very detailed breakdown of the measured values it can be analyzed accurately which customer types will be effected by which form of changes.

Input and output of data

Both the call center models as well as all the statistical results can be saved as xml files for further processing in other programs. Statistical results that are in tabular form, can also be saved as a csv, xlsx and xls files for use in spreadsheets.

The simulator can be used either as an application with a graphical interface or can be embedded as a command line tool into other business applications. In the second case the simulator receives the models to be simulated as xml files and also returns the results as xml files.

Optimization

The call center simulator includes an optimization tool by means of which the required number of agents in order to achieve certain target values can be calculated.

Ahead of the optimization it can be specified exactly which parameter is to be optimized and in what way the number of agents is to be adjusted. During simulation, the simulator displays both the statistical results on each simulation run and the change of the values over time.

 

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