Simul8 Report

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MATH2013 Simulation Assignment

1.0 Introduction
The aim of the assignment was to find a staffing solution for a call centre with two types of calls (1, 2) and three types of agents, two of which specialists (agent 1 and agent 2) and a generalist (agent 3) who handles both types of calls on two types of days- Heavy 1, with more type 1 calls and Heavy 2, with more type 2 calls. The staffing solution should meet two performance constraints:
• The Quality of Service, QoS, should be at least 70%.
• The fraction of abandoned calls should not exceed 5%.
The simulation software, Simul8 was used to set up such a staffing.

2.0 Description of Solution Method

Figure 1: General Layout of simulation
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3.3 Elimination of Intra-Day Variability of Arrival Rates

1. Using staffing option (c) and a uniform arrival rate of 1.8 calls per minute, the fraction of abandoned calls decreased to 3.92%, and QoS increased to 87.5% compared to the intra-day variability rates.
Using option (b), consisting of 6 specialists for each type and 8 generalists, 5.48% of the calls were abandoned and the QoS decreased to 83% as opposed to 87.5% when using option (c).

2. Considering options (d) and (e), where (d) has fewer generalists, with an arrival rate of 1.8 calls per minute.
Option (d) yielded a fraction 3.55% abandoned calls whereas for option (e), only 3.32% of the calls were abandoned. Similarly, The QoS for option (d) was 89.5%, compared to 91.5% for option (e).

3. Considering options (f) and (j), with an inter-arrival rate of 1.8 calls per minute.
It was observed that 5.25% of the calls were abandoned when option (f) was used, and the QoS was 83.5%. On the other hand, option (j) yielded 3.96% abandoned calls and a QoS of 87.5%.

According to the above results, the managers’ belief that the need for generalists would decrease (while keeping the number of specialists the same) is not true since the decrease in generalists yield results that do not satisfy the constraints.
However, the staffing performance would be remarkably better, as it has been observed when using staffing
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