DocumentCode
3002558
Title
Comparing skill-based routing call center simulations using C programming and Arena models
Author
Wallace, Rodney B. ; Saltzman, Robert M.
Author_Institution
IBM, Silver Spring, MD, USA
fYear
2005
fDate
4-7 Dec. 2005
Abstract
This paper describes the modeling of a skill-based routing call center using two distinct simulation programming methods: 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.
Keywords
C language; call centres; digital simulation; software packages; telecommunication computing; telecommunication network routing; Arena software package; C language; call center simulations; simulation programming; skill-based routing; Analytical models; Automatic programming; Context modeling; Educational institutions; Routing protocols; Silver; Software packages; Springs; Telephony;
fLanguage
English
Publisher
ieee
Conference_Titel
Simulation Conference, 2005 Proceedings of the Winter
Print_ISBN
0-7803-9519-0
Type
conf
DOI
10.1109/WSC.2005.1574563
Filename
1574563
Link To Document