Simulation Optimization: Helping My Friend Model and Optimize His Company’s Support Desk

A story about the creation of a Simulation Optimization model to help streamline support desk staffing.

Introduction

It started as a fairly simple request. My friend, who helps run and operate a support center, was having some difficulties. At any given time, support desk agents seemed to be inefficiently optimized, either overstaffed or understaffed. He had decently clean data about when calls (phone calls, chat messages, and emails) came in, how long callers waited on hold and …

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