Simulation of Call Center Performance

The article is devoted to evaluating call center performance by developing a simulation program. The call center is presented as a queuing system with waiting and rejection. A two-level predictive call routing algorithm has been introduced into the program. The functions of the expert level are performed by a separate group of specialists. The presence of interactive voice menu is also taken into account. The recursive method of searching for a free network resource is used. The data processing is simulated on the example of a network model of distributed call service centers. The result is the receipt of the estimated probabilistic-temporal parameters for performance evaluation according to the statistical data of the monitoring system. The user interface of the program and the initial data input window on the network model are presented. Both the network structure and the number of switching nodes in the network model can be changed at the request of the program users. The program allows to build and display various plots of time dependence on the monitor screen. As an example, the article provides a series of dependency graphs for determining the probability of service denial according to the current algorithm.