Design patterns: elements of reusable object-oriented software
Design patterns: elements of reusable object-oriented software
Introduction to Algorithms
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Modeling Daily Arrivals to a Telephone Call Center
Management Science
SSJ: SSJ: a framework for stochastic simulation in Java
Proceedings of the 34th conference on Winter simulation: exploring new frontiers
Call center simulations: call center simulation modeling: methods, challenges, and opportunities
Proceedings of the 35th conference on Winter simulation: driving innovation
Proceedings of the 35th conference on Winter simulation: driving innovation
Proceedings of the 35th conference on Winter simulation: driving innovation
Proceedings of the 35th conference on Winter simulation: driving innovation
WSC '05 Proceedings of the 37th conference on Winter simulation
Performance measures for service systems with a random arrival rate
WSC '05 Proceedings of the 37th conference on Winter simulation
WSC '05 Proceedings of the 37th conference on Winter simulation
Variance reduction in the simulation of call centers
Proceedings of the 38th conference on Winter simulation
Using simulation to predict market behavior for outbound call centers
Proceedings of the 39th conference on Winter simulation: 40 years! The best is yet to come
Speeding up call center simulation and optimization by Markov chain uniformization
Proceedings of the 40th Conference on Winter Simulation
Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers
Manufacturing & Service Operations Management
On the modeling and forecasting of call center arrivals
Proceedings of the Winter Simulation Conference
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ContactCenters is a Java library for writing contact center simulators. It supports multi-skill and blend contact centers with complex and arbitrary routing, dialing policies, and arrival processes. The programmer can alter the simulation logic in many ways, without modifying the source code of the library. A simulator can interoperate with other libraries, e.g., for optimization and statistical analysis. Performance, flexibility, and extensibility are the main goals of its design and implementation. In this paper, we present the general architecture of the library, its main components and their interaction. We give an example of a contact center simulator and provide comparisons with a widely used commercial simulation system also offering facilities for contact center simulation.