Call center queue data

B C D E F G H I J K L M
16 Step Activity Clock Clock Clock State Activity Clock Clock Clock Output Output
17 Service Completion
Interarrival When When Service Time Time in
18 Caller Time Arrival Able Baker Server Time Service Time Caller Delay System
19 Number (Minutes) Time Available Available Chosen (Minutes) Begins Able Baker (Minutes) (Minutes)
20 1 0 0 0 Able #VALUE! 0 #VALUE! 0 #VALUE!
21 2 #VALUE! #VALUE! #VALUE! 0 #VALUE! #VALUE! #VALUE! #VALUE! #VALUE! #VALUE! #VALUE!
22 3 #VALUE! #VALUE! #VALUE! #VALUE! #VALUE! #VALUE! #VALUE! #VALUE! #VALUE! #VALUE! #VALUE!
Experiment: Repeated Trials of the Able-Baker Call Center Simulation
Number of Trials: 400
Link to Measure of Performance:
Name of Measure: Link
Average Caller Delay #VALUE!
Click on Run Experiment to generate 400 trials, and to create
a histogram to show the distribution of the 400 samples of Average Cal
Response Table Multi-Trial Summary
Average
Trial Caller Delay Bins Frequency
Occurrences (No. of Trials)

1 0.73 0 0
2 0.34 0.5 118
3 0.70 1 195
4 0.31 1.5 63
5 0.81 2 19
6 0.51 2.5 0
Frequency of Averag
7 0.59 3 5
8 0.71 3.5 0 250
9 0.28 4 0
10 0.94 4.5 0 195
11 1.77 5 0 200
12 0.53 >5 0
13 0.74 150
14 1.03 Total = 400 118
15 1.11 100
16 0.98 63
17 0.96 Average 0.78
50
18 1.11 Median 0.705 19
19 0.88
20 0.58 Minimum 0.11 0
0
0 0.5(Example:
1 1.5 labeled
2 "2" 0Bin
2.5
21 0.62 Maximum 2.87 Bin cou
(The right-most bin c
22 0.40
23 0.69
24 0.85
25 0.47
26 1.41
27 1.56
28 0.32
29 0.38
30 0.31
31 1.10
32 0.67
33 1.36
34 0.74
35 2.65
36 1.05
37 0.80
38 0.80
39 0.53
40 0.88
41 0.77
42 0.45
43 0.58
44 0.23
45 0.75
46 0.36
47 1.81
48 1.83
49 0.58
50 1.04
51 1.08
52 0.76
53 1.91
54 1.22
55 0.52
56 0.90
57 0.36
58 0.30
59 1.03
60 1.27
61 0.34
62 0.39
63 0.29
64 0.61
65 2.87
66 1.10
67 0.37
68 0.79
69 0.70
70 0.66
71 0.62
72 1.08
73 0.99
74 0.56
75 0.49
76 0.21
77 0.61
78 0.68
79 0.96
80 0.65
81 0.75
82 0.54
83 1.28
84 0.36
85 1.26
86 1.10
87 1.33
88 0.40
89 0.29
90 0.96
91 0.39
92 0.62
93 0.96
94 0.33
95 0.85
96 0.75
97 0.29
98 1.10
99 0.68
100 0.46
101 1.71
102 0.53
103 0.34
104 0.71
105 0.55
106 0.90
107 0.74
108 0.26
109 0.72
110 0.67
111 0.31
112 0.72
113 1.56
114 0.35
115 0.55
116 0.36
117 0.45
118 0.11
119 0.61
120 0.59
121 0.57
122 0.62
123 0.52
124 0.50
125 0.91
126 0.98
127 0.36
128 1.05
129 0.74
130 0.40
131 1.66
132 1.68
133 0.91
134 0.60
135 1.23
136 0.93
137 0.80
138 0.78
139 0.80
140 0.31
141 0.35
142 0.71
143 0.40
144 1.39
145 1.13
146 1.26
147 0.57
148 0.22
149 0.47
150 0.49
151 1.21
152 1.04
153 0.49
154 0.94
155 0.66
156 0.73
157 0.25
158 0.96
159 0.95
160 0.70
161 0.92
162 0.75
163 0.76
164 1.18
165 0.84
166 0.42
167 0.91
168 1.10
169 0.38
170 0.45
171 0.49
172 0.64
173 0.89
174 0.75
175 0.33
176 1.19
177 0.30
178 2.55
179 0.26
180 0.65
181 0.98
182 1.22
183 0.88
184 0.48
185 0.26
186 0.60
187 1.34
188 0.66
189 0.25
190 0.75
191 0.20
192 0.88
193 0.90
194 0.99
195 0.81
196 0.43
197 0.63
198 0.80
199 1.33
200 0.92
201 0.75
202 1.96
203 0.48
204 0.44
205 1.89
206 0.37
207 0.93
208 0.73
209 0.95
210 0.29
211 0.69
212 1.04
213 1.62
214 0.47
215 2.68
216 0.76
217 0.98
218 1.26
219 0.62
220 0.48
221 1.30
222 0.59
223 0.26
224 0.49
225 1.14
226 1.42
227 0.43
228 0.61
229 0.41
230 0.40
231 0.96
232 1.13
233 1.35
234 0.46
235 0.30
236 0.82
237 0.86
238 0.61
239 0.85
240 1.22
241 0.88
242 0.59
243 0.48
244 0.70
245 0.64
246 0.62
247 0.41
248 0.72
249 1.74
250 0.79
251 0.52
252 0.85
253 1.24
254 1.02
255 1.07
256 0.86
257 0.57
258 1.42
259 0.95
260 0.45
261 1.31
262 0.42
263 0.67
264 0.68
265 0.88
266 1.54
267 0.48
268 0.94
269 0.86
270 0.42
271 1.26
272 1.06
273 0.94
274 1.57
275 0.50
276 0.71
277 0.44
278 0.59
279 0.43
280 0.44
281 1.20
282 0.84
283 0.54
284 1.62
285 0.85
286 0.33
287 0.76
288 0.43
289 1.66
290 0.79
291 1.26
292 0.74
293 0.50
294 0.89
295 0.19
296 0.93
297 0.51
298 0.43
299 0.48
300 0.44
301 0.63
302 0.90
303 0.75
304 0.70
305 0.70
306 0.24
307 1.35
308 0.85
309 0.65
310 1.20
311 0.43
312 0.70
313 1.26
314 1.06
315 0.57
316 0.45
317 0.91
318 0.45
319 0.67
320 0.89
321 1.24
322 1.24
323 0.33
324 0.70
325 0.51
326 2.83
327 0.52
328 0.56
329 0.29
330 0.43
331 0.89
332 0.36
333 0.54
334 1.40
335 1.11
336 0.59
337 0.31
338 1.03
339 0.44
340 0.81
341 0.70
342 0.77
343 0.99
344 0.36
345 0.50
346 0.56
347 1.01
348 0.47
349 0.82
350 0.65
351 0.79
352 1.33
353 0.85
354 0.74
355 0.88
356 0.58
357 0.27
358 0.38
359 0.68
360 0.74
361 1.67
362 0.83
363 0.82
364 0.16
365 0.33
366 0.62
367 0.16
368 0.44
369 0.97
370 1.00
371 0.41
372 0.27
373 0.54
374 0.52
375 1.23
376 0.60
377 0.31
378 0.82
379 1.88
380 0.37
381 1.11
382 0.49
383 0.40
384 0.42
385 0.81
386 1.00
387 1.12
388 0.25
389 0.49
390 0.86
391 0.53
392 0.50
393 0.35
394 0.40
395 0.94
396 0.46
397 0.64
398 0.86
399 0.56
400 0.71
ulation
You may change any value with a green background.
Then click on Run Experiment to see the effect of any changes.
This cell is linked to the output of a trial, and is
the source of the data in Column B under Average Caller Delay.
nerate 400 trials, and to create
he 400 samples of Average Caller Delay.
Seed for Random Numbers 12345
Frequency of Average Caller Delay
195
63
19
5
5(Example:
1 1.5 labeled 0Bin
2 "2"2.5 0 0 0 0 0
Bin counts3all values
3.5 4 and4.5
>1.5 <=2) 5 >5
(The right-most bin counts all values >5)
Explanation of Model Logic:
You may modify the Example by changing any of the values with a green
background. You may have to hit the F9 function key once to update some
formula values. On Averages:
In D6 in the 'Experiment' workshee

for the last run (or last trial) of 100 c
one trial.
For interarrival and service times, the model uses the VB function "Discrete"
The 'Experiment' worksheet makes
supplied in this workbook. To see an example, look at the formula in cell C19
random numbers. These runs with
in worksheet 'One Trial'. To see the Visual Basic code, enter alt+F11 or click
replications. The replications are s
Tools/Macro/Visual Basic Editor on the menu.
In E27 of the 'Experiment' workshe
How to use it: Discrete(Range for Cumul Prob, Range for Service Times)
runs or replications.
Note that the ranges in C19 use absolute addressing (the $D$8, etc), as in:
=Discrete($D$8:$D$11,$B$8:$B$11)
Absolute addresses make it easier to copy and paste a formula that depends
on a fixed range.
On the Histograms or Frequency
The Frequency Graph in the 'One T

of 100 individual caller delays on a
The Frequency Graph in the 'Exper

In row 14, the label "Clock" indicates that the columns below the label are distribution of "Average Caller Dela
simulation clock times at which some event occurs. The other time values,
such as "Service Time" and "Caller Delay" are durations of time, either inputs Which frequency distribution is likel
or statistical measures of performance. variability?
To duplicate the results in the textbook for either worksheet:
1. Set the "Seed" for the random numbers to the value 12345
2. Click on the "Reset Seed" button.
When you click on "Generate New Trial" or "Run Experiment", it uses new
random numbers, continuing in the random "stream" from the point where it
left off in the previous run(s).
ges:
he 'Experiment' worksheet, the average is the Average Caller Delay

t run (or last trial) of 100 callers. It is an average within one run or
eriment' worksheet makes multiple runs or trials, each using different

umbers. These runs with different random numbers are called
ns. The replications are statistically independent.
the 'Experiment' worksheet, the Average is the average across all

plications.
stograms or Frequency Graphs:
uency Graph in the 'One Trial' worksheet represents the distribution

ividual caller delays on a single trial.
uency Graph in the 'Experiment' worksheet represents the

n of "Average Caller Delay" over all trials or replications.
quency distribution is likely to show a wider range, that is, greater

?

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B C D E F G H I J K L M

Occurrences (No. of Trials)

Frequency of Average Caller Delay

In D6 in the 'Experiment' workshee

On the Histograms or Frequency

The Frequency Graph in the 'One T

The Frequency Graph in the 'Exper

To duplicate the results in the textbook for either worksheet:

he 'Experiment' worksheet, the average is the Average Caller Delay

eriment' worksheet makes multiple runs or trials, each using different

the 'Experiment' worksheet, the Average is the average across all

stograms or Frequency Graphs:

uency Graph in the 'One Trial' worksheet represents the distribution

uency Graph in the 'Experiment' worksheet represents the

quency distribution is likely to show a wider range, that is, greater

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