Class exercise - Lent of inlechanical Industrial and...

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Unformatted text preview: Lent of inlechanical, Industrial and Aerospal Concordia University Winter 2019 ARENA In - Class Exercise 2 INSTRUCTIONS 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 implementation . 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 . LEARNING OBJECTIVES 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 ) ; DETAILED STEPS 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

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