The Inbound Call Center Model Object automates the creation of complex models to represent the behavior of a call center. It uses named employees, shifts, and skill definition to simulate the behavior of an inbound call or service center.

What does the Inbound Call Center Model Object provide?

The Inbound Call Center Model Object calculates the percentage of time you will meet the SLA for responding and resolving a request. In addition, time based graphs show the hours when SLA’s will not be met. This “time plot” allows patterns to be discovered so staff can be adjusted before problems happen.

SLA time exceeded graph

A new skill (or customer) can be added and you will see the needed staffing changes in just minutes. A simple entry form allows all employee information to be defined in one place (Including the shifts and skill assignment for each employee). “Wait…did you say you can define unique shifts, for different employees, from a single interface?” Yep. You could define 30 (or more) employee shifts on a single page. Weekly hours are calculated automatically so you can stay within DOL guidelines.

Resource Timings Table Resource Shift Table

What do you need?

Employee Information

  • Name
  • Work Start time
  • Work End Time
  • Lunch Start
  • Lunch End
  • Cost per hour
  • Skills Trained

Call Center Hours

  • Hours considered “work Hours”

How long does the Inbound Call Center Model Object take to set up?

Guy Running

Normally, call center simulations are tricky to setup and change. Why? Call centers have many employees each with varied trained skills, working different shifts. The management of people is difficult to describe. Calculating SLA’s for “On-shift” time (not counting time when the call center is closed) is a little tricky. Selecting the oldest waiting call from many queues is really tricky. But even more tricky is automatically adding stats and SLA’s for new skills. The Inbound Call Center Model Object makes all this easy for you. You don’t need to develop anything. You just fill in the blanks.

A recent study simulation study required less than one day to analyze the call data and develop the model. The call center had 15 unique skills and 28 employees. Needless to say, the customer was pleased with the speed of development and started making improvements on the first day.f

How Does the Inbound Call Center Model Object Work?

There are just a few simple steps:

  1. Copy and paste call center model elements for each new skill. Each set of “skill Activities” assigns the proper personnel, sets up inputs for processing times and collects SLA statistics for the new skill.
    Image of the Model
  2. Add or subtract resources to match your call center roster.
    Resource images
  3. Enter processing distributions for each skill. Update the distributions used to define processing times for inbound Calls and Emails in the scenario parameters dialog.
  4. Export the model data.
  5. Update the Call Center Input Sheet by pressing the Update Workbook button. This will populate the spreadsheet with the roster of workers you added in the model. It will also add the “Skills” to the spreadsheet.
    Setting up the Workbook
  6. For each person named on the spreadsheet, fill out their information: what skills they are trained on; work hours; lunch time; pay rate and days they work.
  7. Select the Update Shifts button. All resource shifts will be created, updated and added to the proper resource. That’s so cool!
  8. Select the Update Action button and all the action logic in the model will be updated to select only resources with the skills identified in the input sheet.

That’s it! You built the model. Attached to the model is an easy to modify interface. The resources are set up and detailed logic has been imported. All that’s remaining is to input the arrivals for the different skills.

The Inbound Call Center Model Object provides a capability very few people would be able to do on their own. The details have be