System and method for simulating virtual queuing of calls

1. A method for call center simulation, the call center having a main queue associated therewith, the method comprising:

receiving a plurality of input parameters relating to call center operations, wherein the call center operations include processing on-hold calls in the main queue and processing a plurality of call back requests in a virtual queue disposed in a virtual queuing system external to the call center;

generating a call arrival dataset based at least on the plurality of input parameters, the call arrival dataset representing plurality of customer calls across a time sequence;

simulating call center operations for managing the call arrival dataset across the time sequence, including placing a portion of the call arrival dataset into the virtual queue external to the call center;

simulating a metering of the call arrival dataset in the virtual queue for a metered wait time based at least on a queuing factor, wherein the metered wait time may be different from an on-hold wait time of the main queue; and

generating a simulation output indicating the call center operations applicable to the call arrival dataset processed via the main queue and the virtual queue.

2. The method of claim 1 , wherein the input parameters include at least one of: a number of call center agents; a number of calls; and an average handle time.

3. The method of claim 2 further comprising:

receiving a user input adjustment of at least one of the input parameters; and

simulating the call center operations based thereon.

4. The method of claim 1 , wherein the input parameters include a virtual queue selection factor determining the plurality of call back requests.

5. The method of claim 1 further comprising:

adjusting the queuing factor relating to the metering of the call arrival dataset in the virtual queue; and

simulating the call center operations based thereon.

6. The method of claim 1 further comprising:

distributing the incoming call times of the call arrival dataset using a distribution algorithm.

7. The method of claim 6 further comprising:

adjusting the distribution of the incoming call times based on at least one adjustments in a call center operation, including adjustment for representing at least one of a high volume call time and a low volume call time.

8. The method of claim 1 further comprising:

generating a plurality of statistics for one or more call center metrics based on the simulating of call center operations.

9. The method of claim 1 , wherein the generating the simulation output includes generating a graphical representation of operations of the call center including graphical representations of main queue processing, virtual queue processing and call center agent engagement activities.

10. The method of claim 9 , further comprising:

generating the graphical representation of the call center at an operational rate of sixty minutes of real time operation in one minute of simulation display.

11. A system for call center simulation, the call center having a main queue associated therewith, the system comprising:

at least one processing device; and

a non-transitory computer readable medium having executable instructions stored therein, such that the processing device is, in response to the executable instructions, operative to:

receive a plurality of input parameters relating to call center operations, wherein the call center operations include processing on-hold calls in the main queue and processing a plurality of call back requests in a virtual queue disposed in a virtual queuing system external to the call center;

generate a call arrival dataset based at least on the plurality of input parameters, the call arrival dataset representing plurality of customer calls across a time sequence;

simulate call center operations for managing the call arrival dataset across the time sequence, including placing a portion of the call arrival dataset into the virtual queue;

simulate a metering of the call arrival dataset in the virtual queue for a metered wait time based at least on a queuing factor, wherein the metered wait time may be from an on-hold wait time of the main queue; and

generate a simulation output indicating the call center operations applicable to the call arrival dataset processed via the main queue and the virtual queue.

12. The system of claim 11 , wherein the input parameters include at least one of: a number of call center agents; a number of calls; and an average handle time.

13. The system of claim 12 , the processing device further operative to:

receive a user input adjustment of at least one of the input parameters; and

simulate the call center operations based thereon.

14. The system of claim 11 , wherein the input parameters include a virtual queue selection factor determining the plurality of call back requests.

15. The system of claim 11 , the processing device further operative to:

adjust the queuing factor relating to the metering of the call arrival dataset in the virtual queue; and

simulate the call center operations based thereon.

16. The system of claim 11 , the processing device further operative to:

distribute the incoming call times of the call arrival dataset using a distribution algorithm.

17. The system of claim 16 , the processing device further operative to:

adjust the distribution of the incoming call times based on at least one adjustments in a call center operation, including adjustment for representing at least one of a high volume call time and a low volume call time.

18. The system of claim 11 , the processing device further operative to:

generate a plurality of statistics for one or more call center metrics based on the simulating of call center operations.

19. The system of claim 11 , wherein the generating the simulation output includes generating a graphical representation of operations of the call center including graphical representations of main queue processing, virtual queue processing and call center agent engagement activities.

20. The system of claim 19 , the processing device further operative to:

generate the graphical representation of the call center at an operational rate of sixty minutes of real time operation in one minute of simulation display.