A Simulation of the ECSS Help Desk With the Erlang A Model

<p>During steady states the Level 1 help desk might expect about 500 to 600 calls per month. That is about 0.39 to 0.46 calls per user per month which represents the workload once ECSS is established and most of the users have already received training for the system. The optimal level for this workload is about 12 agents to operate the entire 24 hour period. At this level the Level 1 help desk would minimize the amount of customers that renege from the system to about 15 to 22 percent and still maintain acceptable utilization percentages of about 52% to 59% while keeping the average wait time under a minute.The Level 2 help desk will experience similar environments like the Level 1 help desk. The major differences are that the Level 2 help desk would see lower call volumes since only about 40% of Level 1 calls are passed on the Level 2; and that the Level 2 help desk will have a longer average service rate. The simulation shows that the optimal staffing level is about 12. The simulation shows average wait times about 1 to 2.6 minutes utilization from 47% to 60% and 12% to 33% of customers that would renege.</p><p>This work has been selected by scholars as being culturally important and is part of the knowledge base of civilization as we know it. This work was reproduced from the original artifact and remains as true to the original work as possible. Therefore you will see the original copyright references library stamps (as most of these works have been housed in our most important libraries around the world) and other notations in the work.</p><p>This work is in the public domain in the United States of America and possibly other nations. Within the United States you may freely copy and distribute this work as no entity (individual or corporate) has a copyright on the body of the work.</p><p>As a reproduction of a historical artifact this work may contain missing or blurred pages poor pictures errant marks etc. Scholars believe and we concur that this work is important enough to be preserved reproduced and made generally available to the public. We appreciate your support of the preservation process and thank you for being an important part of keeping this knowledge alive and relevant.</p><br>