This four-hour course is an extension of
the Single-Skill Systems course. Nowadays, with the understanding of the
scaling advantage introduced by multi-skill agents, Multi-Skill Systems become
more and more common. However, this also leads to a more complicated prediction
of the service level and the calculation of safety staffing, especially the
Erlang formulas explained in the Single-Skill System cannot be applied
anymore. In this course, we will look for solutions with you. You will learn
how to make service-level predictions using simulation and how to use it to
solve different planning problems that exist in multi-skill contact centers.
You will also get access to our online two-skill simulator.
This course requires you to have knowledge
of Variability, especially in the context of simulation Call Arrival Processes. We
also suggest you have finished the Customer and Agent Behavior and the Single-Skill
In this course, we start with a quiz to find
out whether you have enough pre-requisite knowledge to actually start the course.
This course is one of the seven courses in
the Capacity Training and one of the eight courses in the Intra-Day Training.