OD"> Visual Simulation · Call Center under Time-Varying Demand Skip to content

Operational Simulation · 24 hours at a multi-channel call center

Same calls arrive on both sides — only the staffing policy changes (fixed roster vs demand-responsive)

FIXED ROSTER
Understaffed · 7 agents all day · No flex
00:00
DEMAND-RESPONSIVE
Dynamic · 4–16 agents · Scales with the queue
00:00
Billing (30%) Technical (25%) Sales (20%) General (25%)
Caller about to abandon Agent on a call Agent idle / open seat Seat not staffed
Dots stream in from the left → wait in the QUEUE → reach an AGENT seat → leave right (handled) 24 h (1,440 min) compressed into ~38 s at default speed · Arrivals follow the observed hourly demand curve with peaks at 10–12h and 14–17h · Service Level = % answered within 20 s (industry 80/20 target) · Same call stream on both panels · Fixed seed: identical result on every reset · Email/chat channels, IVR, VIP routing and agent fatigue from the full model are not visualised