| Lessons: |
|---|
The lessons below provide two types of assistance, click the lesson title to launch the simulation.
First, the lessons offer you examples of how you can use the various features of SIMdecisions.
Second, the lessons explore different concepts in call center dynamics and design - these may give you ideas or hints towards solutions to problems you face. |
| Lesson 01 |
| Queue 101 - Size Matters: See how larger agent groups deliver better service levels. (25 agents/300 calls; 50 agents/600 calls; 75 agents/900 calls). |
| Lesson 02 |
| Queue 101 - AHT Matters: Both groups perform an equal amount of work (measured as calls x AHT) but the group with a lower AHT has a better service level. |
| Lesson 03 |
| Queue 101 - Cross-training Helps: Two identical scenarios with Sales and Service calls handled by 75 agents. Scenario A - separate agent groups, Scenario B - 33% of agents are cross-trained. B does better. |
| Lesson 04 |
| AHT 101: Variation Matters Queue 1 has two call types with the same AHT. Queue 2 has a bimodal distribution of handling times. Queue 3 has a more extreme distribution. Any difference? |
| Lesson 05 |
| Overflows: BankA blends their agents. BankB allows overflow with a delay. BankC keeps groups separated. Which bank does best? |
| Lesson 06 |
| How Productive? A large call center tries a new service goal: 70%/30 instead of 80%/20. Will they be more productive? |
| Lesson 07 |
| Chat Sessions: How many concurrent chats can this business handle? They assume more sessions lead to a higher AHT. |
| Lesson 08 |
| Parallel Solving Testing three staffing alternatives at the same time by running three different simulations in parallel. |
| Lesson 09 |
| Priorities: If High Value customers are given a higher priority, does the overall service level suffer? Compare to the control group with the same call volume but no call prioritization. |
| Lesson 10 |
| Goal Seek: Watch the power of simulation as it seeks the staffing level for this queue, starting with 60 agents initially. |
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