Multiple Call Centers Simulation Model - Multimethod Simulation Software Tool AnyLogic

Multiple Call Centers Simulation Model

Calls are made to each of the multiple interconnected regional call centers (the number is a parameter of the simulation). If no operator is available to answer the call, the call is placed in the queue. If the queue is full, the center attempts to route the call to another center. If there is another center that is able to take the call and there is a link to that center available, the call is transferred.

Otherwise the call is discarded (balked). This model is scalable and highly interactive: you can view and modify any parameter of the whole system or an individual call center and link on the fly and watch the impact immediately.