Postby shivam » Fri Feb 26, 2010 6:21 pm


Thanks for your help.

I am modelling a call centre.

I currently have shifts for every fifteen minutes of the working day. Each shift value is the number of agents available in that slot.

I tested the this against two other setups.

1) One with individual shifts for each agent. I have one resource with all the shifts. I use the sum option for overlapping shifts.

2) The other was to have many individual resources (for each agent) with their own shift patterns. I then created a pool resources of all the agents to use in the work centre.

I get different performance results with each of the three setups. For example, my average time in the system varies between the three.

Is this what you would expect?

I am not sure which is the best setup.

Thanks again.

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