tech support callsbm05/inde504/labs/lab_11.pdf · ty pe determ ine produc t ese 25 34 ca ll ty pe 1...
TRANSCRIPT
![Page 1: Tech Support Callsbm05/INDE504/Labs/lab_11.pdf · Ty pe Determ ine Produc t Ese 25 34 Ca ll Ty pe 1 Tec h Pro c e s s Pro d u c t Ca ll ... order s taus c alls Line Releas e Trunk](https://reader033.vdocuments.us/reader033/viewer/2022050421/5f902910846ac9773f560761/html5/thumbnails/1.jpg)
Final Model 5-1
1
False
De te rm in e Ca l l Ty p e
Else
76
16
e n t i ty ty p eT e c h n i c a l Ca l l
As s i g n
Re c o rd in g De la y
Te c h n ic a l Ca l l
Ty pe
De te rm in e Pro d uc t
Else
25
34
Ca l lT y p e 1 T e c h
Pro c e s s Pro d u c t
Ca l lT y p e 2 T e c h
Pro c e s s Pro d u c t
Ca l lT y p e 3 T e c h
Pro c e s s Pro d u c t
En t i ty T y p eAs s i g n Sa l e Ca l l
Ca l lPro c e s s Sa l e
T y p eSta tu s e n ti tyAs s i g n Ord e r
s ta tu s c a l l
d e lay fo r o rd e r
re q u i re d ?
No s a le s pe rs o n Tr ue
False
Ca l l Pri o ri tySe t o rd e r Sta tu s
Sa les p e rs o n
Ca l l s ie z es
s a les p e rs o n
wi th
c o nv e rs a tio n
o rd e r s ta tus
s a les p e rs o n
re lea s e s
o rd e r s ta us c a l l s
L in e
Re lea s e Tru n kCo m p le te d Ca l l s
Re c o rde n t i ty
Di s p o s e o f c a l l
Calls Arrive
Tech Support Calls
Sales Calls
Order Status Calls
Se iz e Tru nk L in e De lay
In i tia l re c o rd in g
c re a te c a l l a rri v a l sAttem p te d Ca l l
Re c o rdTru nk L in e Av a i la b le ?
Tr ue
Ca l ls
Re c o rd Rjec te d
Ca l l sDi s p o s e Re j e c te d
0
0
0
0
0
0
0
0
0
0
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Model 5-2: Enhanced Call Center Changes
• In developing models for real systems, you want to
capture the system’s behavior accurately. Although our
current model would allow us to capture real system
behavior, it's lack a lot of details.
• Let’s start with more detailed examination of call arrivals.
The call-arrival rate to this system accurately varies over
the course of the day according to non-stationary poison
process. So we collect data expressed in calls per hour
for each 30 minutes period during the opening hours of
the system.
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1)Incoming calls’ arrival rate varies over day
– Probabilistic model – Nonstationary Poisson process
– Instead of defining a constant rate (= 1 / mean
interarrival time), we will define an Arrival Schedule
The call arrival rates are given in the following table:
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Model 5-2: Enhanced Call Center Changes
![Page 4: Tech Support Callsbm05/INDE504/Labs/lab_11.pdf · Ty pe Determ ine Produc t Ese 25 34 Ca ll Ty pe 1 Tec h Pro c e s s Pro d u c t Ca ll ... order s taus c alls Line Releas e Trunk](https://reader033.vdocuments.us/reader033/viewer/2022050421/5f902910846ac9773f560761/html5/thumbnails/4.jpg)
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Model 5-2: Enhanced Call Center
Changes
Define nonstationary arrival-
rate function in Schedule module – Arrival Schedule
![Page 5: Tech Support Callsbm05/INDE504/Labs/lab_11.pdf · Ty pe Determ ine Produc t Ese 25 34 Ca ll Ty pe 1 Tec h Pro c e s s Pro d u c t Ca ll ... order s taus c alls Line Releas e Trunk](https://reader033.vdocuments.us/reader033/viewer/2022050421/5f902910846ac9773f560761/html5/thumbnails/5.jpg)
Although our initial model assuming constant staffing levels
for our sales and technical support areas , the staffing level
actually varies over the day.
2)Sales-staff size varies over day
There are six people with the following staggered daily
schedules:
Number of people @ time period in minutes:
1@60,3@60,4@90,5@60,6@60,5@90,6@90,5@30,3@60
,2@60
Data in text, Schedule data module, Sales Schedule
Model 5-2: Enhanced Call Center
Changes
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2)Sales-staff size varies over day
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3) Tech-support staff are partially cross-
trained• Tech-support staff work on 8-hour day with 30 minutes
off for lunch break (lunch is not included in the 8 hours).
• There are 11 technical support employees whose work
schedule along with the product types they can handle
are shown below:
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3)Tech-support staff are partially cross-
trained
– Resource set for each tech-support product type
• Members are those tech-support resources qualified
• Individual resources already defined – Resource data module
• Overlapping membership – some resources in multiple sets
• Sets are ordered – here, put most versatile tech-support people at bottom, to “save” them for other calls ... Preferred Order in Seize
• Will Seize from a set in model
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3) Tech-support staff are partially cross-
trained
Will use Arena
Sets concept to
implement this
cross training
Sets – collect same-type items together
Set, Advanced Set data modules (Basic, Advanced Process panels, resp.)Refer to items in set by original name, or index (subscript) in set
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3) Tech-support staff are partially cross-
trained
Define in Set that for Product 1 we have five employees
Define the schedule for each employee separately
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• Define in Set that for Product 2 we have five employees
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3) Tech-support staff are partially cross-
trained
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3) Tech-support staff are partially cross-
trained
Define in Set that for Product 3 we have six employees
![Page 13: Tech Support Callsbm05/INDE504/Labs/lab_11.pdf · Ty pe Determ ine Produc t Ese 25 34 Ca ll Ty pe 1 Tec h Pro c e s s Pro d u c t Ca ll ... order s taus c alls Line Releas e Trunk](https://reader033.vdocuments.us/reader033/viewer/2022050421/5f902910846ac9773f560761/html5/thumbnails/13.jpg)
• Basically all products have the same name of save attribute which is “Tech Agent Index” because the
eleven employees have skills to perform one or more
than one type of the three products.
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3) Tech-support staff are partially cross-
trained