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Digital Library

of the European Council for Modelling and Simulation

 

Title:

Discrete Event Simulation – Model Of A Call Center In SIMUL8 Software

Authors:

Martina Kuncova, Jan Fabry, Anna Marie Klimova

Published in:

 

 

2020). ECMS 2020 Proceedings Edited by: Mike Steglich, Christian Muller, Gaby Neumann, Mathias Walther, European Council for Modeling and Simulation.

 

DOI: http://doi.org/10.7148/2020

ISSN: 2522-2422 (ONLINE)

ISSN: 2522-2414 (PRINT)

ISSN: 2522-2430 (CD-ROM)

 

ISBN: 978-3-937436-68-5
ISBN: 978-3-937436-69-2(CD)

 

Communications of the ECMS , Volume 34, Issue 1, June 2020,

United Kingdom

 

Citation format:

Martina Kuncova, Jan Fabry, Anna Marie Klimova (2020). Discrete Event Simulation – Model Of A Call Center In SIMUL8 Software, ECMS 2020 Proceedings Edited By: Mike Steglich, Christian Mueller, Gaby Neumann, Mathias Walther European Council for Modeling and Simulation. doi: 10.7148/2020-0048

DOI:

https://doi.org/10.7148/2020-0048

Abstract:

Simulation modelling is usually used when mathematical models and calculations are hard to apply on a system with stochastic behavior. This contribution deals with the application of simulation program SIMUL8 to the analysis of a call center. The main aim is to create a model based on the real data and afterwards to conduct two experiments to see the impact of changes on the functionality of the call center and on the number of customers lost. More suitable software can be used for the analysis of call centers. Because of our good experience we decided to use SIMUL8.

 

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