Performance Indicators Analysis inside a Call Center Using a Simulation Program

This paper deals with and shows the results of different performance indicators analyses made utilizing the help of Simulation and concentrated on dimensioning problems of handling calls capacity in a call center. The goal is to measure the reactivity of the call center’s performance to potential changes of critical variables. The literature related to the employment of this kind of instrument in call centers is reviewed, and the method that this problem is treated momentarily is precisely described. The technique used to obtain this paper’s goal implicated a simulation model using Arena Contact Center software that worked as a key case at the time where the events analyses could be executed. This article comes to the conclusion that Simulation is a completely suitable instrument to accomplish its purpose since it could be adequate to demonstrate, for the call center taken into consideration principally that: (a) it is feasible to reduce the agent contingent; (b) reasonable variations on the demand design can impact very much the key performance indicators of the Call Centers’ project; and (c) it is feasible to increase the service level if a combined handling format is followed

Performance Indicators Analysis inside a Call Center Using a Simulation Program

This paper deals with and shows the results of different performance indicators analyses made utilizing the help of Simulation and concentrated on dimensioning problems of handling calls capacity in a call center. The goal is to measure the reactivity of the call center’s performance to potential changes of critical variables. The literature related to the employment of this kind of instrument in call centers is reviewed, and the method that this problem is treated momentarily is precisely described. The technique used to obtain this paper’s goal implicated a simulation model using Arena Contact Center software that worked as a key case at the time where the events analyses could be executed. This article comes to the conclusion that Simulation is a completely suitable instrument to accomplish its purpose since it could be adequate to demonstrate, for the call center taken into consideration principally that: (a) it is feasible to reduce the agent contingent; (b) reasonable variations on the demand design can impact very much the key performance indicators of the Call Centers’ project; and (c) it is feasible to increase the service level if a combined handling format is followed

A Simulation of the ECSS Help Desk with the Erlang A Model

During steady states, the Level 1 help desk might expect about 500 to 600 calls per month. That is about 0.39 to 0.46 calls per user per month, which represents the workload once ECSS is established and most of the users have already received training for the system. The optimal level for this workload is about 12 agents to operate the entire 24 hour period. At this level, the Level 1 help desk would minimize the amount of customers that renege from the system to about 15 to 22 percent and still maintain acceptable utilization percentages of about 52% to 59% while keeping the average wait time under a minute. The Level 2 help desk will experience similar environments like the Level 1 help desk. The major differences are that the Level 2 help desk would see lower call volumes since only about 40% of Level 1 calls are passed on the Level 2; and that the Level 2 help desk will have a longer average service rate. The simulation shows that the optimal staffing level is about 12. The simulation shows average wait times about 1 to 2.6 minutes, utilization from 47% to 60%, and 12% to 33% of customers that would renege

Evaluating indoor positioning systems in a shopping mall : the lessons learned from the IPIN 2018 competition

The Indoor Positioning and Indoor Navigation (IPIN) conference holds an annual competition in which indoor localization systems from different research groups worldwide are evaluated empirically. The objective of this competition is to establish a systematic evaluation methodology with rigorous metrics both for real-time (on-site) and post-processing (off-site) situations, in a realistic environment unfamiliar to the prototype developers. For the IPIN 2018 conference, this competition was held on September 22nd, 2018, in Atlantis, a large shopping mall in Nantes (France). Four competition tracks (two on-site and two off-site) were designed. They consisted of several 1 km routes traversing several floors of the mall. Along these paths, 180 points were topographically surveyed with a 10 cm accuracy, to serve as ground truth landmarks, combining theodolite measurements, differential global navigation satellite system (GNSS) and 3D scanner systems. 34 teams effectively competed. The accuracy score corresponds to the third quartile (75th percentile) of an error metric that combines the horizontal positioning error and the floor detection. The best results for the on-site tracks showed an accuracy score of 11.70 m (Track 1) and 5.50 m (Track 2), while the best results for the off-site tracks showed an accuracy score of 0.90 m (Track 3) and 1.30 m (Track 4). These results showed that it is possible to obtain high accuracy indoor positioning solutions in large, realistic environments using wearable light-weight sensors without deploying any beacon. This paper describes the organization work of the tracks, analyzes the methodology used to quantify the results, reviews the lessons learned from the competition and discusses its future

Compilation of thesis abstracts, June 2007

NPS Class of June 2007This quarter’s Compilation of Abstracts summarizes cutting-edge, security-related research conducted by NPS students and presented as theses, dissertations, and capstone reports. Each expands knowledge in its field.http://archive.org/details/compilationofsis109452750

RFID Technology in Intelligent Tracking Systems in Construction Waste Logistics Using Optimisation Techniques

Construction waste disposal is an urgent issue for protecting our environment. This paper proposes a waste management system and illustrates the work process using plasterboard waste as an example, which creates a hazardous gas when land filled with household waste, and for which the recycling rate is less than 10% in the UK. The proposed system integrates RFID technology, Rule-Based Reasoning, Ant Colony optimization and knowledge technology for auditing and tracking plasterboard waste, guiding the operation staff, arranging vehicles, schedule planning, and also provides evidence to verify its disposal. It h relies on RFID equipment for collecting logistical data and uses digital imaging equipment to give further evidence; the reasoning core in the third layer is responsible for generating schedules and route plans and guidance, and the last layer delivers the result to inform users. The paper firstly introduces the current plasterboard disposal situation and addresses the logistical problem that is now the main barrier to a higher recycling rate, followed by discussion of the proposed system in terms of both system level structure and process structure. And finally, an example scenario will be given to illustrate the system’s utilization

Proceedings of the Fifth International Mobile Satellite Conference 1997

Satellite-based mobile communications systems provide voice and data communications to users over a vast geographic area. The users may communicate via mobile or hand-held terminals, which may also provide access to terrestrial communications services. While previous International Mobile Satellite Conferences have concentrated on technical advances and the increasing worldwide commercial activities, this conference focuses on the next generation of mobile satellite services. The approximately 80 papers included here cover sessions in the following areas: networking and protocols; code division multiple access technologies; demand, economics and technology issues; current and planned systems; propagation; terminal technology; modulation and coding advances; spacecraft technology; advanced systems; and applications and experiments

Space-based Communications Infrastructure for Developing Countries

This study examines the potential use of satellites to augment the telecommunications infrastructure of developing countries with advanced satellites. The study investigated the potential market for using satellites in developing countries, the role of satellites in national information infractructures (NII), the technical feasibility of augmenting NIIs with satellites, and a nation's financial conditions necessary for procuring satellite systems. In addition, the study examined several technical areas including onboard processing, intersatellite links, frequency of operation, multibeam and active antennas, and advanced satellite technologies. The marketing portion of this study focused on three case studies: China, Brazil, and Mexico. These cases represent countries in various stages of telecommunication infrastructure development. The study concludes by defining the needs of developing countries for satellites, and recommends steps that both industry and NASA can take to improve the competitiveness of U.S. satellite manufacturing