Comparing skill-based routing call center simulations using C programming and arena models

Authors:
Rodney B. Wallace;Robert M. Saltzman
Affiliations:
IBM, Silver Spring, MD;San Francisco State University, San Francisco, CA
Venue:
WSC '05 Proceedings of the 37th conference on Winter simulation
Year:
2005

Citing 5
Cited 0

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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.