A Java library for simulating contact centers

ContactCenters is a Java library for writing contact center simulators. It supports multi-skill and blend contact centers with complex and arbitrary routing, dialing policies, and arrival processes. The programmer can alter the simulation logic in many ways, without modifying the source code of the library. A simulator can interoperate with other libraries, e.g., for optimization and statistical analysis. Performance, flexibility, and extensibility are the main goals of its design and implementation. In this paper, we present the general architecture of the library, its main components and their interaction. We give an example of a contact center simulator and provide comparisons with a widely used commercial simulation system also offering facilities for contact center simulation

[1]  Jerome Talim,et al.  Customer relations management: call center operations: routing heuristics for multi-skill call centers , 2003, WSC '03.

[2]  Vivek Bapat,et al.  The Arena Product Family: enterprise modeling solutions , 2003, Proceedings of the 2003 Winter Simulation Conference, 2003..

[3]  Shane G. Henderson,et al.  Using simulation to approximate subgradients of convex performance measures in service systems , 2003, Proceedings of the 2003 Winter Simulation Conference, 2003..

[4]  David T. Sturrock,et al.  The arena product family: enterprise modeling solutions: the arena product family: enterprise modeling solutions , 2003, WSC '03.

[5]  Ward Whitt,et al.  A Staffing Algorithm for Call Centers with Skill-Based Routing , 2005, Manuf. Serv. Oper. Manag..

[6]  Shane G. Henderson,et al.  Call Center Staffing with Simulation and Cutting Plane Methods , 2004, Ann. Oper. Res..

[7]  Jason Fama,et al.  Call center simulations: call center simulation modeling: methods, challenges, and opportunities , 2003, WSC '03.

[8]  Jason Fama,et al.  Call center simulation modeling: methods, challenges, and opportunities , 2003, Proceedings of the 2003 Winter Simulation Conference, 2003..

[9]  G. Koole,et al.  Routing heuristics for multi-skill call centers , 2003, Proceedings of the 2003 Winter Simulation Conference, 2003..

[10]  Ralph Johnson,et al.  design patterns elements of reusable object oriented software , 2019 .

[11]  Pierre L'Ecuyer,et al.  Modeling Daily Arrivals to a Telephone Call Center , 2003, Manag. Sci..

[12]  Jean G. Vaucher,et al.  SSJ: a framework for stochastic simulation in Java , 2002, Proceedings of the Winter Simulation Conference.

[13]  Pierre L'Ecuyer,et al.  Simulation in Java with SSJ , 2005, Proceedings of the Winter Simulation Conference, 2005..

[14]  Shane G. Henderson,et al.  Customer relations management: service operations: using simulation to approximate subgradients of convex performance measures in service systems , 2003, WSC '03.

[15]  Avishai Mandelbaum,et al.  Telephone Call Centers: Tutorial, Review, and Research Prospects , 2003, Manuf. Serv. Oper. Manag..

[16]  Clifford Stein,et al.  Introduction to Algorithms, 2nd edition. , 2001 .

[17]  Vivek Bapat,et al.  The arena product family: enterprise modeling solutions , 1998, WSC '98.