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.