Case
The Company CO has a call center to sell its products and provide technical support to customers. The company wants to evaluate the operations of the call center. Particularly wants to evaluate if the center is complying with the policy of the company that customers should not wait more than 10 minutes to be served by sales person or a support person. The call center works from 7am to 9pm Monday to Friday.
Customers call the center at a Poisson rate of 20 per hour. An automated answering server first serves the customers. This server has the capacity to handle 10 customers at the same time. The server process the calls in strict FIFO basis and the time to process a call follows a Triangular(2min,3min, 9min) Distribution. This server directs the calls to either the sales representatives or the technical support representatives. Approximately 30% of the customers call to purchase a product (Sales) and 70% calls with a technical problem (Technical Support).
There are one queue of calls for the Sales representatives and one queue for the Technical Support representatives. There are 2 sales representatives and 4 technical support representatives all the time. The processing time of the sales representatives follows a Triangular (5min, 10min, 15min) Distribution. The processing time of the technical support representatives follows an exponential distribution with a mean of 9min.
The center has one supervisor that monitors some calls for quality purposes. The system selects randomly 10% of the calls to be observed by the supervision. The supervisor do not changes the processing time of the calls, but if a call is selected and the supervisor is busy with other call, the last call selected has to wait until the supervisor becomes available.
Instructions
Build a simulation model of this system in SIMIO and run the simulation for one day of operation. Use the Stream Number (17) for all statistical distributions.
Answer the following questions based on your results
1) How many calls the Call center will process during the day?