Customer Call Center

A model of a customer call center. Calls arrive at a stochastic pace (modeled as a poisson process) and are sorted into one of two queues, depending on the type of call.

Service agents request calls from the call queues. The queues then deliver the service agents preferred type, or, if there are none, the alternative type. Every time step the agents have a chance to solve their current call - they can solve their preferred type faster.

Each call has a ttl - if it sits in the queue past its ttl expiration date, the caller will "hang up", represented by it being dropped from the queue.