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SimACD - Computer Simulation Software for Inbound Call Centers
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SimACD refines and improves on the Erlang-C calculations of other workforce management
systems by taking into account caller abandonment, call blockage, re-dial behavior, ring delay,
overflow, and the correct distributions of talk and queue times. SIMACD lets you test and try different
scenarios for your call center before you actually implement them.
Enter or download expected call volumes with the number of agents and inbound lines you plan on
using for each time period in your workday, along with the abandon and re-try behavior of your callers,
and the ring delay and overflow characteristics of your ACD. SimACD then performs a second to
second, call by call simulation.
What is computer simulation?
The program imitates the flow of people, material, or events like phone calls and is used to
experiment and see what the effects that alternative configurations of the people, material or events
would have on a real-world situation.
How does SimACD simulate an inbound call center?
SimACD compresses a day's worth of call traffic into a short period of time by representing each
second of a day with a few microseconds of computer time. Calls randomly arrive in a "virtual" call
center created in the computer and are answered by agents, queued, met with busy signals,
overflowed, or abandoned depending on the parameters, agent/trunk combinations, and call
volumes you define for your call center. The simulator does not calculate Erlang equations in the way
other staffing and forecasting products do, rather, it actually acts as an experimental call center that
reacts to the random arrival of inbound calls modeled on your real call center.
How do I run a call center simulation?
You enter your call volumes, average talk and work times per call, with the number of agents and
inbound lines you plan on using for each time period in a workday. You also enter the caller abandon
and re-try behavior of your callers, and the ring delay and overflow characteristics of the ACD.
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