| Simulations: | Create multiple simulations for different customers or scenarios. |
| Maximum Sim Length (hrs): | Create simulations from 1 hour to 168 hours (a full week!) in length. |
| Contacts: | Create multiple contacts: calls, e-mail, chat, etc. |
| Agent Groups: | Create multiple agent groups. |
| Queues: | Create multiple queues to route contacts to agents. |
| Stats Cache: | Save multiple summaries of your simulation results. Download the results in an Excel workbook. |
| Real-time Staff Change: | Change agent staffing levels during a simulation. |
| Call Transfers: | Simulate transfers and escalations from one group to another. |
Staffing Goalseek
Read More: | Use goal-seek to find agent staffing levels. Read more. |
| Call Routing Rules: | Create a rule to route contacts to a back-up group after a predetermined delay, also known as 'overflow' or 'backup'. |
| Agent Multi-tasking: | Simulate concurrent tasks like chat, where agents can handle more than one contact at a time. |
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