2-skill simulator
INPUT      
  Type 1 Type 2  
Forecast per minute
Average handling time minutes
Average patience minutes
Acceptable waiting time minutes
      multi-skilled
Agents
Call assignment rule
Call selection rule
Agent reservation threshold  
Waiting time threshold minutes
       
OUTPUT      
Average speed of answer minutes
Service level  
Abandonments  
Occupancy

Examples from "Call Center Optimization", all with LIA, LWC and no thresholds:
- Figure 6.1 on page 95
- Figure 6.2, left configuration, on page 95
- Figure 6.2, right configuration, on page 95

These calculators are based on CCmath engines.
They can be implemented in any software tool and also be called from within Excel.
For more information on these engines please contact CCmath.

The calculators are meant as an illustration of the "Call Center Optimization" book.
They should not be used without a thorough understanding of their specifications and limitations.

Available at: