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A Java library for simulating contact centers
ContactCenters is a Java library for writing contact center simulators. It supports multi-skill and blend contact centers with complex and arbitrary routing, dialing policies, and arrival processes. The programmer can alter the simulation logic in many ways, without modifying the source code of the...
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Main Authors: | , |
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Format: | Conference Proceeding |
Language: | English |
Subjects: | |
Citations: | Items that cite this one |
Online Access: | Request full text |
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Summary: | ContactCenters is a Java library for writing contact center simulators. It supports multi-skill and blend contact centers with complex and arbitrary routing, dialing policies, and arrival processes. The programmer can alter the simulation logic in many ways, without modifying the source code of the library. A simulator can interoperate with other libraries, e.g., for optimization and statistical analysis. Performance, flexibility, and extensibility are the main goals of its design and implementation. In this paper, we present the general architecture of the library, its main components and their interaction. We give an example of a contact center simulator and provide comparisons with a widely used commercial simulation system also offering facilities for contact center simulation |
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ISSN: | 0891-7736 1558-4305 |
DOI: | 10.1109/WSC.2005.1574295 |