Customer Support Queue Process Model

An example customer support simulation using a process chart model.

Tickets are generated in the generate_tickets block and routed, based on their priority, to either the solve_regular_tickets service block or the solve_hard_tickets service block. These blocks use as a resource support employees or specialist employees, respectively. It takes longer for specialists to solve priority tickets (reflecting them being harder than the generic ticket). The finished tickets are then sent and collected in the source block.

Extensions

• In the source block: try modifying the rate or frequency of ticket generation, or change the number that are generated as priority.
• In the simulation resources (click the gear icon in the process chart view): modify the number of support and/or specialists.

See what the effect is by running the simulation and viewing the Analysis.