The Call Center Simulator CCsim is an application to simulate incoming calls to a call center. Incoming of calls is a random process from the called person point of view and therefore not to be foreseen. Calls may accumulate at some time and all agents may get busy. Special technical installations (waiting queues) or increasing the number of agents can cope with such situations.
There are several key indicators to monitor the service quality of an inbound call center. Generally increasing the service quality (i. e. short waiting time for the caller) results in increasing the number of necessary agents at decreasing average work load. To predict the necessary resource (agents and trunk lines) at a requested service level and average number of incoming calls there is an analytical formula available (Erlang C) but involving a few simplifications and negligence.
This application works on a reverse standpoint. Assuming the number of available resources (agents, trunk lines), the number of incoming calls and the behavior of callers (call duration, waiting time until the call will be abandoned etc.) incoming calls are to be simulated (randomized), the service quality and the agents work load monitored. The simulation takes ACD functionality (Automatic Call Distribution) into account.
To achieve the call centers purpose respecting the service quality this Call Center Simulator application can be run to work out the optimal resource schedule and the parameters of the ACD switching unit (i.e. busy generation policy) by varying the simulation parameters.
The free version of CCsim allows only 1 iteration per simulation or optimisation.
