Performance assessment in an interactive call center workforce simulation

In this paper, a new performance assessment methodology for human-in-the-loop call center systems at the level of customer-agent interactions (CAI) is proposed. We develop a team-in-the-loop simulation test bed, to analyze CAI-level performance of a service system using a temporal performance measure with time windows. The proposed framework should allow researchers to collect and analyze individual as well as team performance at a finer granularity than current call center efforts which focus on queue-centered analysis. The software framework is object-oriented and has been designed to be configurable. A sample simulation study in different scenarios is illustrated to provide the usages and advantages of the proposed method with index of Interactive Service Performance.