You are in charge of staffing at a call center. Your goal is to select a good number of agents that would be available to take customer calls. We assume that the staffing level remains constant over the day.
Each agent can process on average calls per hr, and each customer quits the queue after waiting mins on average. Customer inter-arrival, service, and patience times are random and distributed according to exponential distributions.
In this tool, you can vary both demand and capacity and compute various performance metrics of interest. The following costs have been estimated (a) staffing costs: it costs $ per agent per hr; and (b) quality-of-service (QoS) costs of $b per abandoned call.
Capacity:
Demand:
| Percentage of customers abandoning: | |
| Expected queue-length: | |
| Expected time spent in queue: | |
| Percentage waiting more than 20 seconds: |