Can u give me some pointers on call center simulation?

Answer 1

Think that you are in a PC Vendor call center.

You face these kind of situations:
* Customers calling and telling their products are not working. You ask for their reg id or product id. Check in your db, what they are eligible for. Record their complaint. If such problem was addressed previously, that info shoots up. Pass that on to cusomter. Otherwise assure him that his call be logged and some one will contact him.
* after one hr, you get call from same customer saying no-one contacted him. So you look in your call logs and try to divert the call to that owner.
* You get another customer who is asking for upgrade on his system. You see his entitlements and asnwer accordingly.
* Another user says his pc is not working where as identical pc is working in other place. You collect more details and then troubleshoot.
* you go for a coffee break. You find your collegues there. some chit chat... then back to work.

Answer 2

Generally a call center simulation involves the generation of calls at random intervals. Generally there is some sort of routing to the appropriate queue for a certain class of agent. If all of the calls for that agent type are busy, the callers will wait in a queue. Often if the caller waits too long, it will abandon (or renege) from the queue of waiting calls. When the agent answers the call, there is typically a time delay and the call may be routed to another kind of agent.