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Build or Review Simulations

Genesys Decisions uses a patented, customized discrete-event simulation model of your contact center (not Erlang equations) to drive accurate planning and analysis.

Genesys Decisions simulates expected outputs for:

  • Service Level
  • Average Speed of Answer
  • Abandon Rate

Build Simulations

Simulation models for each contact type will be automatically built using that contact type’s historical data, which has been imported into the database. If no data has been imported, then the model will be assigned to a default model.

To build a simulation model in the Decisions Administration application, click Configure > 10. Build/Review Simulation(s). The process of building simulation models will begin automatically every time you open the Build/Review Simulations window. This process can range from 1 to 15 minutes depending on the speed of the machine and the number of contact groups that you select.

Once simulations build are built, you might see an icon on the left side from beside the name of a contact type name. The icon that will indicates that either the simulation can be improved, or there is not enough historical data for this group. There are three possible icons:

  • Magnifying Glass: A better simulation was found.
  • Calendar with a Red X: There is no history. Corinne's Note: Is this what we mean, or do we mean that there is no data for the time period that was specified? For example, we could say, "There is no historical data for the specified time range."
  • Calendar with a yellow exclamation: Not as much history as you asked for (the simulation can be corrected by importing more data). Corinne's Note: Same question as above. Could we say, "There is insufficient historical data for the specified time range, but you can correct the simulation by importing more data."

Selecting Parameters to Build Models

The simulation models can be built on any one of the three service goals (Service Level, ASA, and Abandon Rate), or on all three service goals. The model will try to match the historical service goal that you selected as closely as possible. Unless one or more of the service goals are not used at all in your Contact Center, the recommendation is to Genesys recommends that you run the initial simulation model on all three goals and review the results. If the results are undesirable, then you can run the simulation model can be rerun again, and exclude the metric(s) that are not commonly reported in your Contact Center.

The amount of historical weeks used to build the simulation model will default to eight weeks. If less than eight weeks have been imported into the database, then it will only use the number or weeks available. If more than eight weeks are available, it can be helpful to use the additional weeks when building the initial models. If there are certain dates that you would like to exclude for all contact groups, then select those dates using the you can select it via Block dates menu at the top of the Build/Review Simulations window.

To change the default setting for the service goals and the number of historical weeks that are used to build the simulation models, simply deselect any service goals that should not be included and either type over the number of weeks or select a new value from the drop-down list.

Reviewing Model Accuracy

Once new models have been built, review the results and determine if any settings need to be adjusted.

To view the results of the simulation models, click the arrow next to a contact group name (Decisions-admin build-review-sims-window drop-down-arrow 90.png). If no data has been imported for that group, the No History for this group. Default Model will be used message will display.

Review the results of each model. The blue line on the chart represents the actual historical data, the red line is the current simulation, and the green dotted line is the proposed simulation. The proposed simulation is the new simulation that was just created using the service goals and number of historical weeks selected. First time into the form the current model is set to the default model (which probably won’t be very accurate). The blue line on the chart represents the actual historical data, the red line is the current simulation that was created using a default model (and probably won’t be very accurate), and the green line is the proposed simulation, which is the new simulation that was just created using the specified service goals and number of historical weeks selected. Corinne's Note: The text that I've used here as replacement text is from the Admin Guide. I thought it was much clearer than what was in this Help doc. It needed very little cleanup.

If the proposed simulation results are satisfactory, then choose Proposed Simulation from the drop-down menu above the graph(s) to apply that simulation. Note that when you apply a new simulation is applied, the results in your scenario files will change.

To hide or display charts related to the service goals, select or deselect goals in the Show Graphs section of the menu.

To display additional information about a simulation model, click the large black arrow beside the first or last graph (Decisions-admin build-review-sims-window lt-blk-arrow 90.png or Decisions-admin build-review-sims-window rt-blk-arrow 90.png).

Exporting the Simulation Models

The Export function, located in the menu at the top of the Build/Review Simulations window, exports a picture of the graphs that are selected in the Show Graphs section of the menu, along with as well as the additional simulation data that displays to the right of the graphs. The graphs can be exported with or without the proposed simulation data.

This page was last modified on July 25, 2018, at 18:56.


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