How do I include multiple Resource RNs in the attached model?

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Tee Hiett asked May 9, '20 Brittany Evans commented May 14, '20

How do I include multiple Resource RNs in the attached model?

The evolution of this attached model can be seen here. This model runs fine with the one resource.

What I'm trying to do now is to increase the number of daily incoming calls to 1200 or so and the number of RN resources resources to 17. Of course, these RNs would be scheduled throughout the day (7 AM to 7 PM). I have tried to find the number of minutes each RN is processing calls throughout the day using the same basic approach I used in the WaitTime to find the number of minutes callers waited by type of call but I have not been able to make this approach work.

The number of RNs would also be used as a variable in an experiment.

Any suggestions would be appreciated.

CallCenter 1_2.fsm

Software Version:

FlexSim 20.1.0

flexsim 20.1.0 resources

callcenter-1-2.fsm (44.0 KiB)

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Tee Hiett commented · May 11, 2020 at 08:08 PM

CallCenter 1_3.fsm

I have made some headway with the Statistics Collectors "ServiceTime" by getting the service time but I am unable to identify the RN resource associated with this time. I have searched the FlexSim help for the "By Name ( Operator1 )" but was unable to find anything helpful. Obviously, I don't understand resources in this situation. is there another more reaasonable approach?

Thanks,

Tee

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callcenter-1-3.fsm (494.7 KiB)

Brittany Evans ♦ commented · May 12, 2020 at 05:04 PM

Hey @Tee Hiett,

I am just wanting to clarify the statistic you are interested in finding out. Are you interested in seeing how long people waited to have the phone answered or how long staff members spent answering the phone?

Are you wanting to eventually put staff members on a schedule in this model? If so, I would recommend using the people activities because they work better with schedules instead of Acquires and Releases. With this method, you would also be able to get better state information for the staff members.

Just let us know that way we can better answer your question and possibly get you an example model.

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Tee Hiett commented · May 12, 2020 at 09:51 PM

Thanks @Brittany Evans .

I was building this model primarily to learn more about FlexSim 2020 but also to have a call Center model that we could use. I was interested in the approach of a call center without the 3D model and everything has been going well until I got to the point where I was unable to identify the key metric of the whole thing which was how many nurses do we need to handle the calls coming in.

But it shouldn't be too difficult to include a 3D model where a a small round object similar to a hockey puck could represent the incoming calls. These would come into a queue, go to a service desk, get an RN to interview, and leave.

After all, I'm only interested in the utilization of the RNs and the scheduling of them. And I think you're right about including people it would be simpler to get the desired information.

Do you have a such a model already??

Thanks for your help with this.

Are you staying busy these days??

Tee

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Answer 1 · 2020-05-13T18:26:28Z

Brittany Evans answered May 13, '20 Brittany Evans commented May 14, '20

Hello @Tee Hiett,

Here is an example model that is of a similar call center to the one you have set up. The only difference is that I used a few of the people activities instead of the basic process flow activities. I switched the activities to people activities because the people activities are better designed to work with schedules and have some additional templates that the regular activities do not. The main reason for this was so you could get the utilization of staff members.

The model only has the visual clerks so they can properly be put on schedules. Other than that, they really do nothing. They are in a group so you can use the experimenter to easily adjust the number available (which I also included an example of).

Hope this is helpful.

Phone Call Example Model.fsm

phone-call-example-model.fsm (6.7 MiB)

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Tee Hiett commented · May 14, 2020 at 06:34 PM

Thanks, @Brittany Evans, for the very innovative and informative solution to my problem. Very intriguing, I wonder why I didn't se that potential. I guess I just got stuck on the Shared Assets icon and couldn't "see" the People resourrces.

In working with your approach, I see that the first call has an ID of 1 but the second call has an ID of 3, etc. I can't figure out why the even numbers are skipped. what's causing this?

keep up the good work.

Tee

Oops, I think I see what is causing it now. We are bringing in the phone clerk for each call and the phone clerk is assign the even-numbered IDs. Right?

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Brittany Evans ♦ Tee Hiett commented · May 14, 2020 at 09:23 PM

That could definitely be what is happening.

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