Article ID Journal Published Year Pages File Type
492011 Simulation Modelling Practice and Theory 2011 12 Pages PDF
Abstract

In this paper, a new performance assessment methodology for human-in-the-loop call center systems at the level of customer-agent interactions (CAI) is proposed. We develop a team-in-the-loop simulation test bed, to analyze CAI-level performance of a service system using a temporal performance measure with time windows. The proposed framework should allow researchers to collect and analyze individual as well as team performance at a finer granularity than current call center efforts which focus on queue-centered analysis. The software framework is object-oriented and has been designed to be configurable. A sample simulation study in different scenarios is illustrated to provide the usages and advantages of the proposed method with index of Interactive Service Performance.

Related Topics
Physical Sciences and Engineering Computer Science Computer Science (General)
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