Simulation Softwares

[Tapan]

Are there any softwares used for Call center Simulation modelling that any one has been using and proven to be accurate and effective?

[Martijn]

We have been using Rockwell Software called Arena for the last few years. This package is a bit outdated at least we think so.

We've now bought EnterpriseDynamics. We're in the process of making it work for our specific CC.

These Simulation packages can be used very well, but you need some time and expertise to work with them.

You can also use your WfM packages to do what-fi scenarios only there less detailed and there can be some stuff you can't simulate in there.

[Tapan]

Can you model groups with ASA less than 1 sec in arena?

[Tapan]

What is the average Running time for this tool to run an AHT range of - 300 - 700
Callvol Range of - 4000 - 8000
and staff range of - 100 - 250

Any idea....like a rough estimate?

[Martijn]

In both tools you can model anything you like, except that Arena has some standard building block so somethings are really hard to build. In ED you can write the code yourself only that way you need some expertise in the code.

With ED the running time depends on what you want, this is the same for every package. Without animation it's really quick so a minute or maybe 2 for one day of operations (25 calls and 300 AHT).

[Tapan]

I think thats a long time. I am using Simul8 and for 1 day of operation is faster than a minute.
Has any one used Simul8 for call center Simulation?

[Martijn]

One minute is based on 25.000 calls instead of the 8000 you use. If tested it today and without animation one day is about 30 seconds for 25.000 calls

[Tapan]

Sorry but just misreading error u mean to say for 25000 or 25 calls? I am not sure if it is a dot or a comma after 25

Thanks

[Martijn]

I mean to say 25000 calls. So that would be 3 times the number you stated (7000-8000). This will take half a minute.

This for our biggest department. Our CC as a whole takes about 45000 calls a day.

[Tapan]

Thanks a bunch for the information. I am trying to figure the difference of using Simul8 and ED for call center simulation purposes.

[Martijn]

I can't really help you with hte difference because simul8 doens't ring a bell with me.

Is there a website for simul8? Always interesting to see these program demos.

[Tapan]

if you just search for simul8

[Martijn]

Ok,

have just done that and watched some demos.

I don't know if you can take a good diev into writing your own code in Simul8.

We use AVAYA CMS and with that the BSR algortihm. We're in the proces of building this algorithm into ED. It's a lot of work and you do need code expertise, but by building it ourself we'll be able to adjust the models whenever we want to, wiithout being limited by limited building blocks or the help of the distributor.

Also ED is a good program to link up with other software. In the future we like to let it automatically import our agent schedules and skills via ODBC to our WfM package and maybe linking it with our ACD reports for calls and AHT.

[Tapan]

The way we use Simul8 in modelling is it is connected to excel with a VB interface on it. And also the codes are written by us. So we are comfortable with it. What i am trying to find out here is if i switch to another SImulation software will it cut down my run time atleast by half ( which will be a great boost for us ).

Your call center is indeed really big. 45000 calls per day is a whole bunch. !!!! :)