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.
