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This tool models a 2-skill call center with specialists and generalists, that we call 2-Skill Simulator.
The input must be expressed in minutes.
The service levels of both job types can be controlled by means of two mechanisms:
Waiting time factors: These are used when a generalist completes a call and both queues are non-empty.
The next call is determined by multiplying the waiting times of the first job in each queue by the waiting time factors and chosing the job with the highest product.
Agent reservation: Calls of type 2 are assigned to generalists if the number of available generalists exceeds the reservation level.
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