DM

Hello,

I'm currently working on a project where the objective is to simulate a call-center operation, and i've got a technical question.

How can i make the instances disappear when they reach a certain dynamic/static waiting time? To put in context: In a call center, resources are not always available to dispatch all the calls, and that generates some waiting time to customers. After a while(say 15 min) some customers will drop the call, and after a limit ALL the customer drop the call (let's say 45 min).

How can i replicate this in my simulation model?

Best Regards,

Dinis

by Ralf Angeli
Posted on Mon, 11/10/2014 - 10:26

Instances only "disappear" if their process folders leave the simulation model. So in your case you'd have to model an XOR rule which leads to an end event. Routing process folders to this end event might be tricky. Perhaps you could combine two loops where one checks if a call center employee is available for receiving the call and one which checks how many times the loop has been run through.  The first can be done with a so-called capacity resource and the second with an ERM attribute. Unfortunately it is not possible to refer to waiting times of a process folder directly in such loops.

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by Dinis Machado Author
Posted on Tue, 11/11/2014 - 12:47

In reply to by q2y5np9c6o38

Hello again Ralf,

How can i add a ERM attribute to my simulation model in ARIS Business Architect 7.1? I'm sure this is a simple issue but i'm fresh new to this field. If you could redirect me in the right way i would be extremely grateful.

 

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by Ralf Angeli
Posted on Tue, 11/11/2014 - 14:06

In reply to by Dinis Machado

"ERM attribute" is the type of object you have to add. There are different symbols you can use to add an object with this type to an EPC, e.g. "D attribute (ERM)".

Setting an ERM attribute can be done with a "has as output" connection at a function and querying its value with an "is compared to" connection at an event after an XOR rule. The modeling specifics are explained in the ARIS help. You should be able to find it by searching for "ERM attribute".

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by Dinis Machado Author
Posted on Mon, 11/10/2014 - 11:08

While this is not the solution that i'm looking for it probably is the best way to tackle this issue. Thank you for your reply Ralf

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