Unformatted text preview: Lent of inlechanical, Industrial and Aerospal
ARENA In - Class Exercise 2
You should work on this assignment in pairs . The assignment is divided into steps , where each step introduce
more complicated feature . You should work on the problem together but should alternate in terms of who
controls the keyboard : for step 1 ) , person I is in control of the keyboard , for 2 ) person 2 is in control , for 3 )
person I again , etc . Please be patient with each other and make sure you both understand every step of the
Do not skip steps : do not try to proceed to the next step until you have completed the previous step complet*
Write in your answer to the questions in this worksheet .
By working on this problem , you will learn how to :`
use the Seize , Delay , and Release modules ( from the Advanced Process panel )
set a terminating condition for the simulation ;
use more advanced variables and expressions*
model customer rejections and balking ;
use features of the Decide module ( such as three - way decisions ) ;
STEP O :`
Read the following problem description carefully .
In this problem , you will build a detailed simulation of a call centre . All times below are in minutes .
Consider a call centre system with a central number that customers call for technical support , sales information
0 . 857 minutes .
and order status . Incoming calls arrive with inter- arrival times being exponentially distributed with a mean of
The central number feeds 26 trunk lines . If all 26 lines are in use , a caller gets a busy signal and goes away . A
call that gets answered ( i .e., that does not get a busy signal) hears a recording describing three options . The
estimated time for listening to the recording is UNIT ( 0.1, 0. 6 ) . After listening to the recording , the customer
chooses to be transferred to one of three departments : technical support ( 76% ), sales information ( 16% ) , Or
order status inquiry ( 8% ) .
If a call chooses to go to technical support , a second recording requests which of three product types the called
is using , which requires UNDE ( 0.1, 0.5 ) minutes . The percentage of requests for product types 1, 2 , and s, are
Example , images and pseudocode from Kelton , W . .. Sadowski , R. P. and Swets . N. B. , Simulation with`
Arena , 5#`Edition , Chapter 5 ....
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- Winter '18
- Daria Terekhov
- Technical support, detailed simulation of a call centre