Simulation with Arena

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Technical Support Calls (cont’d.)• Delay module — from Tech Time Expression• Release module — release resources together– Tech support person — must specify resource set and thespecific member in that set (Ext attribute)– Trunk line• Tally call time into product type tally within TechCalls tally set• Tally total time in system into an individual tallyfor all product types togetherSimulation with Arena — Chapter 8 — Detailed Modeling 8 - 30
Technical Support Calls (cont’d.)• Chance module to see if further investigation andfollow up call is required — if not, call is disposed• If follow up is required,– Delay EXPO (6) for the investigation work itself– Choose module to route to Product Type by looking atthe entity’s attribute assigned earlier– Seize Specific Member of appropriate resource set(indexed by attribute Ext), with Priority 1 to overrideincoming calls– Delay module for return-call duration– Release tech support person– Tally call duration and DisposeSimulation with Arena — Chapter 8 — Detailed Modeling 8 - 31
Page 1 and 2: Chapter 8Detailed Modeling
Page 3 and 4: Model 8.1: A Generic Call CenterSys
Page 5 and 6: Technical Support Calls (cont’d.)
Page 7 and 8: Order-Status Calls• Automatically
Page 9 and 10: Staffing• All employees work 8-ho
Page 11 and 12: Key Output PerformanceMeasures• C
Page 13 and 14: Nonstationary Poisson Process• Ca
Page 15 and 16: Balking• Calls arriving when all
Page 17 and 18: Statistical and Analysis Needs• T
Page 19 and 20: Terminating or Steady-State• Ofte
Page 21 and 22: Defining the Data• Collect data m
Page 23 and 24: Defining the Data (cont’d.)• Ex
Page 25 and 26: Increment Time Period (cont’d.)
Page 27 and 28: Create Arrivals and Direct toServic
Page 29: Technical Support Calls• Lots of
Page 33 and 34: Order-Status Calls• Initially don
Page 35 and 36: Finding and Fixing Model Errors(con
Page 37 and 38: Animating the Model (cont’d.)•

Simulation with Arena

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