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Comparing Skill-Based Routing Call Center Simulations Using C Programming and Arena Models

Directory : Faculty : Intellectual Contributions

Intellectual Contribution by Robert Saltzman

Contribution Title

Comparing Skill-Based Routing Call Center Simulations Using C Programming and Arena Models

Publication

Proceedings of the 2005 Winter Simulation Conference

Co-author

Rodney Wallace

Year

2005

Description

This paper describes the modeling of a skill-based routing call center using two distinct simulation approaches: the C language and the Arena software package. After reviewing the features of this type of call center, we describe the salient components of each method in modeling the call center. The paper concludes with a comparison of the pros and cons of using each simulation programming approach in this context.

Complete Citation

Wallace, R. B. and R. M. Saltzman, "Comparing Skill-Based Routing Call Center Simulations Using C Programming and Arena Models," Proceedings of the 2005 Winter Simulation Conference, M. E. Kuhl, N. M. Steiger, F. B. Armstrong, and J. A. Joines, eds., pp. 2636-2644, Dec. 2005.

Website

http://www.informs-sim.org/wsc05papers/332.pdf

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