Simulation with Arena

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Sales Calls• Logic similar to tech support calls but simplersince there are no product types (Named View s)– Seize unit of Sales Person resource• Use Shared Queue (see text) since this resource is also seized byOrder-Status calls requesting more information– Assign call start time– Delay for call– Release Sales Person– Tally call time– Release Trunk Line– Tally time in system– Dispose callSimulation with Arena — Chapter 8 — Detailed Modeling 8 - 32
Order-Status Calls• Initially don’t require seizing of a resource, sojust Assign Call Start time and delay for“conversation” (Named View s)• Chance module to decide if customer wants tospeak to a real person (sales staff)– If so, Seize Sales Person, Delay for call time, and ReleaseSales Person• Tally call time• Release Trunk Line• Tally time in system• DisposeReuse same modulesas for Sales callsSimulation with Arena — Chapter 8 — Detailed Modeling 8 - 33
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 and 30: Technical Support Calls• Lots of
Page 31: Technical Support Calls (cont’d.)
Page 35 and 36: Finding and Fixing Model Errors(con
Page 37 and 38: Animating the Model (cont’d.)•

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