When you want entities to exit a hold queue (or route to a different location) if entities wait longer than a value you set. To calculate the percentage of calls that meet or exceed a service level time you specify, or to randomizes the order in which the resources are selected.
Where to Find the Model Object
The following model object can be found in the model objects directory:
- Misc \ Renege, SLA, Rand
Difficulty Level
- Ease of Use: Moderate
- Ease of Modification: Moderate
How to Use the Model Object
- Open Your Model: Open your model or create a new blank model.
- Insert the Model Object into Your Model
- Locate the model object Renege, SLA, Rand and select the insert button.
- Move the cursor to the point of insertion and left mouse-click. The upper left corner of the model object will be inserted at the location of the mouse-click.
- Connect to Your Model
- Connect an arrival route or a percentage route from the part of your model where you would like the entities to enter the model object to Hold Queue1.
- Connect the percentage route leaving After Call Time1 to the rest of your model.
- Connect an arrival route or a percentage route from the part of your model where you would like the entities to enter the model object to Hold Queue1.
- Update Objects
- Change the distributions for On Call Time1 and After Call Time1 in the activities.
- Change the names of Hold Queue1, On Call Time1, and After Call Time1 to what maybe appropriate for your model.
- Change the names of the resources to match your organization.
This requires changing the name of the resource and changing each instance of that resource name in the action logic of the hold queue.
- Change the distributions for On Call Time1 and After Call Time1 in the activities.
- Define Values: Define the values for scenario parameters s_LoopDelaySec1, s_MaxWaitMin1, and s_SLA_Time_Min1 based on the information provided under the heading Scenario Parameters below. The values for these Scenario Parameters must be provided before the simulation start.
- Completion: The model object is now integrated into your model, you should now be able to save and then simulate the model.
Controls Usage
Attributes:
- a_MaxWait1: Do not change. Entity specific allowed wait time.
- a_Renege1: Do not change. Renege counter, -1 = continue to hold 0 = process entity, 1 = renege entity.
- a_StartWait1: Do not change. Time when the entity began waiting.
- a_TotalWait1: Do not change. The total amount of time that an entity waited in the hold queue.
- a_VATime: Do not change. The value added time at the start of the hold.
Variables:
- v_Call_Count1: Do not change. Total calls counted at this queue. A customer that reneges before the specified Service Level Agreement (SLA) that call is removed from the total call count.
- v_Call_Count_Within_SLA1: Do not change. The count of calls that were answered under the specified SLA (s_SLA_Time_Min1).
- v_SLA_Percent1: Do not change. The percentage of calls that are handled under the SLA time.
- v_OnCallTime1: Do not change. Reporting of each call time to a variable (can be plotted).
- v_AfterCallTime1: Do not change. Reporting of each after call time to a variable (can be plotted).
Scenario Parameters:
- s_LoopDelaySec1: User input required. Number of seconds to wait before testing loop repeats (this number can be less than 1 but must be greater than 0 to prevent an endless loop).
- s_MaxWaitMin1: User input required. Maximum allowed waiting time (could be a distribution).
- s_SLA_Time_Min1: User input required. The maximum time the Service Level Agreement (SLA) allows for a call to be answered and counted as meeting the SLA.
Advance Topics
How Do I Build This Model Object from Start?
Set an attribute equal to the current simulation clock time using the Clock( ) function in t