{"id":"https://openalex.org/W2058038295","doi":"https://doi.org/10.7148/2013-0315","title":"A Tutorial On Modelling Call Centres Using Discrete Event Simulation","display_name":"A Tutorial On Modelling Call Centres Using Discrete Event Simulation","publication_year":2013,"publication_date":"2013-05-27","ids":{"openalex":"https://openalex.org/W2058038295","doi":"https://doi.org/10.7148/2013-0315","mag":"2058038295"},"language":"en","primary_location":{"id":"doi:10.7148/2013-0315","is_oa":false,"landing_page_url":"https://doi.org/10.7148/2013-0315","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ECMS 2013 Proceedings edited by: Webjorn Rekdalsbakken, Robin T. Bye, Houxiang Zhang","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5113632593","display_name":"Benny Mathew","orcid":null},"institutions":[{"id":"https://openalex.org/I55215948","display_name":"Tata Consultancy Services (India)","ror":"https://ror.org/01b9n8m42","country_code":"IN","type":"company","lineage":["https://openalex.org/I4210086519","https://openalex.org/I55215948"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Benny Mathew","raw_affiliation_strings":["TATA CONSULTANCY SERVICES"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"TATA CONSULTANCY SERVICES","institution_ids":["https://openalex.org/I55215948"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5040769022","display_name":"Manoj Nambiar","orcid":"https://orcid.org/0000-0002-8026-3235"},"institutions":[{"id":"https://openalex.org/I55215948","display_name":"Tata Consultancy Services (India)","ror":"https://ror.org/01b9n8m42","country_code":"IN","type":"company","lineage":["https://openalex.org/I4210086519","https://openalex.org/I55215948"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Manoj K. Nambiar","raw_affiliation_strings":["TATA CONSULTANCY SERVICES"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"TATA CONSULTANCY SERVICES","institution_ids":["https://openalex.org/I55215948"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.20109363,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"315","last_page":"321"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11195","display_name":"Simulation Techniques and Applications","score":0.9944999814033508,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10551","display_name":"Scheduling and Optimization Algorithms","score":0.9811000227928162,"subfield":{"id":"https://openalex.org/subfields/2209","display_name":"Industrial and Manufacturing Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/discrete-event-simulation","display_name":"Discrete event simulation","score":0.8221548199653625},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7223981022834778},{"id":"https://openalex.org/keywords/event","display_name":"Event (particle physics)","score":0.5486519932746887},{"id":"https://openalex.org/keywords/simulation","display_name":"Simulation","score":0.2928324341773987}],"concepts":[{"id":"https://openalex.org/C147203929","wikidata":"https://www.wikidata.org/wiki/Q574814","display_name":"Discrete event simulation","level":2,"score":0.8221548199653625},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7223981022834778},{"id":"https://openalex.org/C2779662365","wikidata":"https://www.wikidata.org/wiki/Q5416694","display_name":"Event (particle physics)","level":2,"score":0.5486519932746887},{"id":"https://openalex.org/C44154836","wikidata":"https://www.wikidata.org/wiki/Q45045","display_name":"Simulation","level":1,"score":0.2928324341773987},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.7148/2013-0315","is_oa":false,"landing_page_url":"https://doi.org/10.7148/2013-0315","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ECMS 2013 Proceedings edited by: Webjorn Rekdalsbakken, Robin T. Bye, Houxiang Zhang","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":5,"referenced_works":["https://openalex.org/W49236231","https://openalex.org/W1491946457","https://openalex.org/W1546421217","https://openalex.org/W2097750017","https://openalex.org/W2764757295"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W2390279801","https://openalex.org/W2358668433","https://openalex.org/W2376932109","https://openalex.org/W2001405890","https://openalex.org/W2382290278","https://openalex.org/W2350741829","https://openalex.org/W2130043461","https://openalex.org/W2530322880","https://openalex.org/W1596801655"],"abstract_inverted_index":{"Arriving":[0],"at":[1],"an":[2],"optimal":[3],"schedule":[4],"for":[5],"the":[6,21,36,86,99,108],"staff":[7],"and":[8,31,106],"determining":[9],"their":[10,51],"required":[11],"skills":[12],"in":[13,95],"a":[14,56],"call":[15,41,57,75,103,112],"centre":[16,58,104],"is":[17,45],"imperative":[18],"to":[19,35,49,90,93,97],"balance":[20],"conflicting":[22],"requirements":[23,101],"of":[24,39,74,102],"delightful":[25],"customer":[26],"experience,":[27],"high":[28],"employee":[29],"satisfaction":[30],"low":[32],"cost.":[33],"Due":[34],"complex":[37],"nature":[38],"modern":[40],"centres,":[42],"simulation":[43,64,80],"modelling":[44,105],"increasingly":[46],"being":[47],"used":[48,110],"predict":[50],"performance.":[52],"We":[53],"have":[54],"modelled":[55,78],"using":[59],"our":[60],"in-house":[61],"discrete":[62],"event":[63],"tool":[65],"called":[66],"DESiDE.":[67],"This":[68,82],"paper":[69,83],"describes":[70,85],"how":[71],"every":[72],"component":[73],"centres":[76],"were":[77],"as":[79],"resources.":[81],"also":[84,107],"changes":[87],"that":[88],"had":[89],"be":[91],"made":[92],"DESiDE":[94],"order":[96],"handle":[98],"special":[100],"metrics":[109],"by":[111],"centres.":[113]},"counts_by_year":[{"year":2021,"cited_by_count":1},{"year":2017,"cited_by_count":2}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}