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Moses Gummadi
Introduction To Call Centre Simulation Process
Create Statistical Variables Required For Simulation
Define Trajectories for Call Centre Departments
Define Teams, Resources & Arrivals of Calls
Run Call Centre Simulation & Store Results
Plot Charts & Interpret Simulation Results
Register for this course and see more details by visiting:
OpenCourser.com/course/fgrirx/simulation
What's inside
Syllabus
Project Overview
Welcome to "Simulation of Call Centre Operations Using R-Simmer". This is a project-based course which should take about 2 hours to finish. Before diving into the project, please take a look at the course objectives and structure. By the end of this project, you will gain introductiory knowledge of Discrete Event Simulation of Call Centre Operations, be able to use R Studio and Simmer library, create statistical variables required for simulation, define process trajectory, define and assign resources, define arrivals (eg. incoming calls), run simulation in R, store results in data frames, plot charts and interpret the results.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Examines statistical variables, which is essential for simulating call center operations
Provides step-by-step instructions to run a call center simulation, making it accessible for beginners
Utilizes R-Simmer, a popular and industry-used software for call center simulation
Covers fundamental concepts of call center operations, making it a suitable foundation course
Guided by Moses Gummadi, who has expertise in discrete event simulation
Requires familiarity with R programming, which may not be suitable for complete beginners
Save this course
Save Simulation of Call Centre Operations Using R Simmer to your list so you can find it easily later:
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Simulation of Call Centre Operations Using R Simmer with these
activities:
Review discrete event simulation
Show steps
This activity will help refresh your knowledge of discrete event simulation.
Browse courses on
Discrete Event Simulation
Show steps
-
Read a book or article on discrete event simulation.
-
Take a course on discrete event simulation.
-
Create a simple discrete event simulation model.
Review R-Simmer library
Show steps
This activity will help refresh your knowledge of R-Simmer library.
Show steps
-
Read the documentation on R-Simmer.
-
Take a tutorial on R-Simmer.
-
Create a simple simulation model in R-Simmer.
Practice creating statistical variables for simulation
Show steps
This activity will help you improve your understanding of how to create statistical variables for use in simulation.
Browse courses on
Statistical Variables
Show steps
-
Read the documentation on statistical variables in R-Simmer.
-
Create a simple simulation model that includes statistical variables.
-
Run the simulation model and analyze the results.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Practice defining teams & resources for call centre simulation
Show steps
This activity will help you improve your understanding of how to define and assign teams and resources for use in a call center simulation.
Browse courses on
Teams
Show steps
-
Read the documentation on teams and resources in R-Simmer.
-
Create a simple simulation model that includes teams and resources.
-
Run the simulation model and analyze the results.
Create a flowchart for call centre trajectory
Show steps
This activity will help you improve your understanding of how to define and create a flowchart for a call center trajectory.
Browse courses on
Process Trajectory
Show steps
-
Identify the different steps involved in a call center interaction.
-
Create a flowchart that outlines the steps in the call center trajectory.
-
Review the flowchart with a colleague or instructor.
Practice running call centre simulation and storing results
Show steps
This activity will help you improve your understanding of how to run a call center simulation and store the results.
Show steps
-
Read the documentation on running simulations in R-Simmer.
-
Create a simple simulation model in R-Simmer.
-
Run the simulation model and store the results.
Create a presentation on call centre simulation results
Show steps
This activity will help you improve your understanding of how to interpret and present the results of a call center simulation.
Show steps
-
Analyze the results of a call center simulation.
-
Create a presentation that summarizes the results.
-
Present the results to a colleague or instructor.
Practice plotting charts to interpret call centre simulation results
Show steps
This activity will help you improve your understanding of how to interpret the results of a call center simulation.
Show steps
-
Read the documentation on plotting charts in R-Simmer.
-
Create a simple simulation model in R-Simmer.
-
Run the simulation model and plot the results.
Review discrete event simulation
Show steps
This activity will help refresh your knowledge of discrete event simulation.
Browse courses on
Discrete Event Simulation
Show steps
Show steps
Show steps
- Read a book or article on discrete event simulation.
- Take a course on discrete event simulation.
- Create a simple discrete event simulation model.
Review R-Simmer library
Show steps
This activity will help refresh your knowledge of R-Simmer library.
Show steps
Show steps
Show steps
- Read the documentation on R-Simmer.
- Take a tutorial on R-Simmer.
- Create a simple simulation model in R-Simmer.
Practice creating statistical variables for simulation
Show steps
This activity will help you improve your understanding of how to create statistical variables for use in simulation.
Browse courses on
Statistical Variables
Show steps
Show steps
Show steps
- Read the documentation on statistical variables in R-Simmer.
- Create a simple simulation model that includes statistical variables.
- Run the simulation model and analyze the results.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Practice defining teams & resources for call centre simulation
Show steps
This activity will help you improve your understanding of how to define and assign teams and resources for use in a call center simulation.
Browse courses on
Teams
Show steps
Show steps
Show steps
- Read the documentation on teams and resources in R-Simmer.
- Create a simple simulation model that includes teams and resources.
- Run the simulation model and analyze the results.
Create a flowchart for call centre trajectory
Show steps
This activity will help you improve your understanding of how to define and create a flowchart for a call center trajectory.
Browse courses on
Process Trajectory
Show steps
Show steps
Show steps
- Identify the different steps involved in a call center interaction.
- Create a flowchart that outlines the steps in the call center trajectory.
- Review the flowchart with a colleague or instructor.
Practice running call centre simulation and storing results
Show steps
This activity will help you improve your understanding of how to run a call center simulation and store the results.
Show steps
Show steps
Show steps
- Read the documentation on running simulations in R-Simmer.
- Create a simple simulation model in R-Simmer.
- Run the simulation model and store the results.
Create a presentation on call centre simulation results
Show steps
This activity will help you improve your understanding of how to interpret and present the results of a call center simulation.
Show steps
Show steps
Show steps
- Analyze the results of a call center simulation.
- Create a presentation that summarizes the results.
- Present the results to a colleague or instructor.
Practice plotting charts to interpret call centre simulation results
Show steps
This activity will help you improve your understanding of how to interpret the results of a call center simulation.
Show steps
Show steps
Show steps
- Read the documentation on plotting charts in R-Simmer.
- Create a simple simulation model in R-Simmer.
- Run the simulation model and plot the results.
Career center
Learners who complete Simulation of Call Centre Operations Using R Simmer will develop knowledge and skills
that may be useful to these careers:
Call Center Analyst
Call Center Analyst
A Call Center Analyst designs, maintains, and improves call center operations by analyzing performance metrics and making operational decisions based on data-driven insights. This course can help you develop the skills needed to succeed as a Call Center Analyst by teaching you how to use statistical variables, process trajectories, resources, and arrivals to build a simulation model of a call center. You will also learn how to run simulations and interpret results, which are essential skills for any Call Center Analyst.
Customer Service Representative
Customer Service Representative
A Customer Service Representative provides support to customers over the phone, email, or chat. This course can help you develop the skills needed to succeed as a Customer Service Representative by teaching you how to use statistical variables, process trajectories, resources, and arrivals to build a simulation model of a call center. You will also learn how to run simulations and interpret results, which are essential skills for any Customer Service Representative.
Call Center Manager
Call Center Manager
A Call Center Manager leads and manages a team of call center agents to ensure that customers receive the best possible service. This course can help you develop the skills needed to succeed as a Call Center Manager by teaching you how to create and manage statistical variables, process trajectories, resources, and arrivals to build a simulation model of a call center. You will also learn how to run simulations and interpret results, which are essential skills for any Call Center Manager.
Quality Assurance Analyst
Quality Assurance Analyst
A Quality Assurance Analyst tests and evaluates products and services to ensure that they meet quality standards. This course can help you develop the skills needed to succeed as a Quality Assurance Analyst by teaching you how to use statistical variables, process trajectories, resources, and arrivals to build a simulation model of a call center. You will also learn how to run simulations and interpret results, which are essential skills for any Quality Assurance Analyst.
Business Analyst
Business Analyst
A Business Analyst provides analysis and recommendations to businesses to help them improve their operations. This course can help you develop the skills needed to succeed as a Business Analyst by teaching you how to use statistical variables, process trajectories, resources, and arrivals to build a simulation model of a call center. You will also learn how to run simulations and interpret results, which are essential skills for any Business Analyst.
Operations Research Analyst
Operations Research Analyst
An Operations Research Analyst uses mathematical and analytical techniques to help businesses improve their operations. This course can help you develop the skills needed to succeed as an Operations Research Analyst by teaching you how to use statistical variables, process trajectories, resources, and arrivals to build a simulation model of a call center. You will also learn how to run simulations and interpret results, which are essential skills for any Operations Research Analyst.
Process Engineer
Process Engineer
A Process Engineer designs and improves processes to make them more efficient and effective. This course can help you develop the skills needed to succeed as a Process Engineer by teaching you how to use statistical variables, process trajectories, resources, and arrivals to build a simulation model of a call center. You will also learn how to run simulations and interpret results, which are essential skills for any Process Engineer.
Data Analyst
Data Analyst
A Data Analyst collects, analyzes, and interprets data to help businesses make informed decisions. This course can help you develop the skills needed to succeed as a Data Analyst by teaching you how to use statistical variables, process trajectories, resources, and arrivals to build a simulation model of a call center. You will also learn how to run simulations and interpret results, which are essential skills for any Data Analyst.
Statistician
Statistician
A Statistician collects, analyzes, and interprets data to help businesses make informed decisions. This course can help you develop the skills needed to succeed as a Statistician by teaching you how to use statistical variables, process trajectories, resources, and arrivals to build a simulation model of a call center. You will also learn how to run simulations and interpret results, which are essential skills for any Statistician.
Software Engineer
Software Engineer
A Software Engineer designs, develops, and maintains software applications. This course may be useful for developing the back-end skills needed to succeed as a Software Engineer.
Risk Analyst
Risk Analyst
A Risk Analyst evaluates and manages risks to an organization. This course can help you develop the skills needed to succeed as a Risk Analyst by teaching you how to use statistical variables, process trajectories, resources, and arrivals to build a simulation model of a call center. You will also learn how to run simulations and interpret results, which are essential skills for any Risk Analyst.
Financial Analyst
Financial Analyst
A Financial Analyst evaluates and makes recommendations on investments. This course may be useful for developing the skills needed to succeed as a Financial Analyst.
Project Manager
Project Manager
A Project Manager plans, organizes, and executes projects to achieve specific goals. This course may be useful for developing the skills needed to succeed as a Project Manager.
Management Consultant
Management Consultant
A Management Consultant advises businesses on how to improve their operations. This course may be useful for developing the skills needed to succeed as a Management Consultant.
Operations Manager
Operations Manager
An Operations Manager plans, directs, and coordinates the operations of a business. This course may be useful for developing the skills needed to succeed as an Operations Manager.
For more career information including salaries, visit:
OpenCourser.com/course/fgrirx/simulation
Reading list
We've selected seven books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Simulation of Call Centre Operations Using R Simmer.
Provides a comprehensive overview of simulation modeling and analysis, covering both the theoretical foundations and practical applications. It valuable resource for anyone interested in learning about simulation, regardless of their level of experience.
Save
Provides a collection of recipes for data analysis, statistics, and graphics using the R programming language. It valuable resource for anyone interested in using R for simulation.
Provides a comprehensive overview of performance modeling of computer systems. It valuable resource for anyone interested in learning about simulation of computer systems.
Save
Provides a comprehensive overview of statistical simulation, covering both the theoretical foundations and practical applications. It valuable resource for anyone interested in learning about simulation.
Provides a comprehensive overview of simulation and the Monte Carlo method, covering both the theoretical foundations and practical applications. It valuable resource for anyone interested in learning about simulation.
Provides a comprehensive overview of modeling and simulation, covering both the theoretical foundations and practical applications. It valuable resource for anyone interested in learning about simulation.
Provides a comprehensive overview of simulation for decision making, covering both the theoretical foundations and practical applications. It valuable resource for anyone interested in learning about simulation.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/fgrirx/simulation
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Effort
2 hours
Level
Introductory
Via
Coursera
Institution
Coursera Project Network
Instructor
Moses Gummadi
Language
English
Good to know
Examines statistical variables, which is essential for simulating call center operations
Provides step-by-step instructions to run a call center simulation, making it accessible for beginners
Utilizes R-Simmer, a popular and industry-used software for call center simulation
Covers fundamental concepts of call center operations, making it a suitable foundation course
Guided by Moses Gummadi, who has expertise in discrete event simulation
Requires familiarity with R programming, which may not be suitable for complete beginners
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