Simulation and Optimization of a New Multi-Channel Contact Center System

doi:10.16182/j.issn1004731x.joss.20-0719

Abstract

Abstract:

In the actual operation of a contact center, it often encounters a large number of calls caused by an emergency. A traditional call center with a simple first-come-first-served queuing rule can hardly handle the rapid increase of calls properly. In this regard, without changing the number of seats, the call-back service channel for evacuating tasks and the special service channel for ensuring the service level are added. Considering customer abandonment, a new multi-channel queuing model for a contact center is built. This model is simulated by FlexSim software, and the results are comparatively analyzed. It is found that the robustness of the new contact center model is much higher than that of a traditional call center.

Key words: emergency, contact center, multi-channel, queuing model, FlexSim

CLC Number:

F273.1

Junxiang Li, Lichao Li, Kun Ma. Simulation and Optimization of a New Multi-Channel Contact Center System[J]. Journal of System Simulation, 2022, 34(2): 342-353.

Figures/Tables 12

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实体	数量	实体名称	仿真效果
发生器	1	A	产生临时实体
处理器	3	B, D J	路由节点服务座席
暂存区	3	C E, I	负载放弃出口耐心放弃出口
暂存区	3	F, G, H	等待队列
暂存区	3	K, L, M	完成服务出口

实体	实体名称	数值类型	数值
发生器	A	Table	1
暂存区	C, E, I	Content	1 000
暂存区	F	Content	10
暂存区	G	Content	15
暂存区	H	Content	5
处理器	J	Process time	N(10, 3)
处理器	B, D	Process time	N(3, 1)

实体名称	种类	数值设置	流向规则	触发器	标签	输出端口
A	发生器	arrival time for table 1	—	duniform (1,100)	Type	B
B	处理器	process time normal (3,1)	If F.content >= 10 And G.content >= 15 Route C	exponential (4)	Patience	C or D
C	暂存区	content (1 000)	If num(any Type) >= 4 Route H	—	Overload	H
D	处理器	process time for normal (3,1)	If F.content <= 10 Route F Else If Utility < 0.75 Route E	Item.Patience/G.content	Utility	E or F
E	暂存区	content (1 000)	—	—	Abandon	—
F	暂存区	content (10)	if F.content <= 10 Route J Else if G.content<=15 Route G Else Route I	duniform (1)	Queue1	G,I or J
G	暂存区	content (15)	if G.content <= 15 Route J Else Route H	duniform (2)	Queue2	H or J
H	暂存区	content (5)	—	duniform (3)	Queue3	J
I	暂存区	content (1 000)	—	—	Abandon	—
J	处理器	process time for exponential (10)	If H.content >= 0 Priority to pull in	—	—	K
K	暂存区	content (1 000)	Pull in Queue1	—	—	—
L	暂存区	content (1 000)	Pull in Queue2	—	—	—
M	暂存区	content (1 000)	Pull in Queue3	—	—	—

模型种类	运行时间/s	总放弃人数	负载放弃人数	主动放弃人数	放弃率/%	座席平均空闲率/%	阻塞率/%
传统呼叫中心模型	14 400	572	411	161	81.7	41.6	77.3
双渠道联络中心模型	14 400	342	128	214	48.8	18.7	60.2
新型联络中心模型	14 400	236	95	141	33.7	12.5	37.8

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