MSOE Library Home	Login My List - 0 Help
	Home   Search   My Account

Basic Advanced Power History

Search:  Author KeywordsBarcodeBib No.Call Number Keyword Search (Enter part of a call number -- use wildcards)General Keyword SearchKeyword Search of Contents NotesKeyword Search of Credits Notes (Enter word or words)Keyword Search of FormatKeyword Search of Item DescriptionKeyword Search of Publisher's NameName Keyword SearchPublication Date Keyword SearchSearch Part of an ISBN NumberSearch Part of an ISSN NumberSeries Title KeywordsSubject KeywordsTitle Keywords       Refine Search     > You're searching: Walter Schroeder Library, Milwaukee School of Engineering

Item Information   Holdings       More by this author     Amundson, Christopher R.     Subjects     Call centers -- Management.     Customer services -- Management     Management science -- Computer simulation     Queing theory     Order statistics     MSE Project.     Browse Catalog     by author:      Amundson, Christopher R.       by title:      Comparison of discre...         MARC Display

Comparison of discrete event system modeling and simulation of the Johnson Controls Technical Support Call Center and the Erlang-C formula / by Christopher R. Amundson. by Amundson, Christopher R. Subjects Call centers -- Management.   Customer services -- Management   Management science -- Computer simulation   Queing theory   Order statistics   MSE Project. Description:  170 leaves : ill ; 29 cm. Contents:  Advisor: Dr. Lisa Zidek. Committee Members: Dr. Deepti Suri, Hue Tran. Introduction -- Background -- Review of literature -- Data collection and analysis -- Model development -- Verification -- Validation -- Simulation output analysis -- Experimentation and optimization -- References -- Bibliography -- Appendix A) Agent interval report -- B) Call by call statistics report -- C) Top candidate models for agent service times -- D) Kruskal-Wallis test between agent service time data sets -- E) Empirical distributions for agent service times -- F) FMS1 Queue average daily patience -- G) FMS1 Queue daily data summary -- H) SimProcess activity expressions -- I) SimProcess standard report for FMS1 with different abandon times -- J) FMS1 Abandon rate alternative system comparison resutls -- K) FMS1 Service level optimizations results -- L) Erlang-C calculation using Excel and QueueView for FMS1 skillset. -- M) Daily data summary for all skillsets excluding FMS1 -- N) Time-of-day ACD arrivals for all skillsets excluding FMS1 -- O) Time-of-day DNIn arrivals for all skillsets excluding FMS1 P) Time-of-day DNOut arrivals for all skillsets excluding FMS1 -- Q) Time-of-day not ready occurences for all skillsets excluding FMS1 -- R) Interarrival data for all skillsets excluding FMS1 -- S) Empirical distributions for all skillsets excluding FMS1 -- T) Schedule of agents for each skillset -- U) Welch confidence interval results for PE1 skillset -- V) Erlang-C calculation for all skillsets except FMS1 -- W) Complete system model simulation results for n=533 -- X) LSD analysis for all skillsets except FMS1 -- Y) Optimization results for ABCS-DC2, DC2, FMS2, and PE1 -- Z) Expression example for Time-of-day based interarrival time. Call centers commonly use Erlang-C based applications for calculating staffing levels to meet their service level goals. However, Erlang-C doesn't consider that callers may abandon which results in overstaffing. The purpose of this project was to develop a simulation model of the Johnson Controls technical support call center that considered agents are unavailable during random periods of the day and also make outbound calls. The number of agents required to meet a 90% service level and 5% abandon rate was individually determined for each of six skillsets using a simulation model of the technical support call center. These results were then compared to the results from the Erlang-C calculation to determine whether the Erlang-C would overstaff as expected and by how much. The total number of agents required to meet a 90% service level was calculated to be 47 agents using the Erlang-C method and 41 agents using the simulation model. The Erlang-C method overstaffed the technical support call center by six agents or 14.6%.   Copy/Holding information Location Collection Call No. Status   Walter Schroeder Library Master's Theses AC805 .A48 2004 Available Add Copy to MyList Format: HTMLPlain textDelimited Subject:   Email to:

Horizon Information Portal 3.25_9885

© 2001-2013 SirsiDynix All rights reserved.