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
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;
Conference_Titel :
Simulation Conference, 2005 Proceedings of the Winter
Print_ISBN :
0-7803-9519-0
DOI :
10.1109/WSC.2005.1574563