5.1. Prioritising Different Call Types
In our example in section 4.1 it was established that, without call abandonment, 12 agents were required to achieve a consistently high enough level of service. However it was noted that this could perhaps be slightly over-staffed if an overall service level of 80% were all that was required; using 12 agents a simulation model predicts that they would have a utilisation of 69.5%.
To make better use of the agents’ time it’s been decided, say, that they should answer a secondary type of call, arriving with on average 30 calls per hour, but only when there are no primary calls waiting.
Without prioritising the two call types (i.e. agents answer the call that has been waiting the longest) a simulation model predicts that the following Service Levels will be achieved:
- Secondary Call Type: 92.6%
As can be seen, answering the secondary call type has caused the Service Level for the primary calls to be below the desired 80%. Using the functionality provided by a simulation model we can now analyse what the effects would be of prioritising the primary calls; this would lead to the following Service Levels being achieved:
- Secondary Call Type: 75.3%
This then means that the desired Service Level for the primary calls can be achieved whilst enabling the agents to have a predicted utilisation of 78.2%. Nonetheless, similarly to the analysis in section 4.1, the Service Level for the primary calls would still sometimes fall below 80% for some hours.