Contact centers and customer service simulation

Calls, chats and tickets arrive in waves while trained agents and specialists are the scarce resource. Stocha is designed to test 8 decisions here, each as a ready-made model template.

See the contact center worked example, a real engine run.

What Stocha measures

• Wait before an agent answers
• Calls abandoned in queue
• Agent utilization
• Share answered within target time
• Specialist queue length

Decisions you can test

Packs are planned. The first wave ships with the private beta.

• Inbound call center First wave
  How many agents per half hour keep answer times within your service level target?
• Omnichannel chat
  How many chats can each agent handle at once before customer wait times climb?
• Field service dispatch
  How many technicians per region keep same-day repair commitments during a storm week?
• IT service desk
  Does a dedicated password-reset queue shorten resolution times for every other ticket type?
• Claims intake
  How many intake staff clear the claims backlog after a regional disaster within your target?
• Tech support tiers
  Should more tier-one agents resolve issues directly instead of escalating to tier two?
• Retail returns desk
  How many returns counters keep lines short in the weeks after the holiday season?
• Government service counters
  Does a separate appointment-only window shorten waits for walk-in visitors at service counters?

Questions about contact centers and customer service simulation