IMITATION MODEL OF CONTACT CENTER WORK

Contact centers, or as they call them, call centers have been around for a very long time. However, when modeling the work of such centers, managers, as a rule, do not take into account a large number of factors and features. The main task is to account for the non-stationary intrinsic characteristics of the system, such as the intensity of the incoming flow of requirements and the intensity of service. "Insecurity" of customers adds another feature that needs to be taken into account when calculating. In addition, the intensity of the exit requirement from the system is added even if it did not wait for the service. It is inconvenient to find the main indicators of the system by solving the system of equations, since it is not practical to make calculations for each time interval even from the point of view of the time used. The paper presents the solution of the problem through simulation modeling.