Simulation of Call Centre Operations Using R Simmer

Overview

Introduction To Call Centre Simulation Process Create Statistical Variables Required For Simulation Define Trajectories for Call Centre Departments Define Teams, Resources & Arrivals of Calls Run Call Centre Simulation & Store Results Plot Charts & Interpret Simulation Results

Syllabus

Project Overview

Welcome to "Simulation of Call Centre Operations Using R-Simmer". This is a project-based course which should take about 2 hours to finish. Before diving into the project, please take a look at the course objectives and structure. By the end of this project, you will gain introductiory knowledge of Discrete Event Simulation of Call Centre Operations, be able to use R Studio and Simmer library, create statistical variables required for simulation, define process trajectory, define and assign resources, define arrivals (eg. incoming calls), run simulation in R, store results in data frames, plot charts and interpret the results.