Waiting time vs Tolerance time

[jose_antonio_c3]

[ FlexSim 19.1.2 ]

Hello everyone,

I have a call center simulation in wich if there is no operators available to answer the call, the caller has to wait in the line, but if the wait time is greater than a specific tolerance time, the client leaves the system. How can I do that?

[Brittany_Evans_ADSK]

Hi @José Antonio C3,

It's hard to know how to help without looking at your model. There are many different ways to do what you are asking so an example model would go a long way to helping us best help you find a working solution. To receive a more accurate solution, please post your model or a sample model that demonstrates your question.

Proprietary models can be posted as a private question visible only to FlexSim U.S. support staff. You can also contact your local FlexSim distributor for phone or email help.

[jose_antonio_c3]

Hi @Brittany Evans,

This is the model that I´m working on. In the model I have a Source named "Regulares", a queue named "Mensaje de espera" and this queue is connected to the queue "Salida de sistema R" and 3 processors. The problem is that the boxes that arrive at "Mensaje de espera" need to be processed, nevertheless if the processors are occupied and the boxes waiting in the queue "Mensaje de espera" spend more than certain time (in this case a uniform distribution between 12 and 30 minutes) the boxes, instead of waiting for the processors to finish, are send to the queue "Salida de sistema R"

Experimento modelo final Bueno.fsm

[Brittany_Evans_ADSK]

Hi @José Antonio C3,

Are you at all comfortable with Process Flow or do you need a 3D solution? It can be done both ways.

[jose_antonio_c3]

@Brittany Evans

I´m comfortable both ways, but if a 3D solution is possible it would be great.

Thank you for your help.

[Brittany_Evans_ADSK · Accepted solution]

Hi @José Antonio C3,

If you want to release an item to another queue if it is in a queue for too long, I would use messages and the moveobject() command. I have attached an example model that shows this concept.

In my model, you will see that I have a main queue called Call Queue and another Queue called Missed Queue. When boxes enter the Call Queue, a message is sent. This is done in the On Entry Trigger. I used the picklist option, Send a Message, which is found under Control. The message is being sent from the item to the Queue itself. This way the Call Queue handles the logic. The delay time for the message is amount of time you want the box to wait in the Call Queue before being moved to the Missed Queue.

When the message is sent it will fire the On Message Trigger. In the On Message Trigger, I first check to see if the item still exists. Then if it does exist, I check to see if it is still inside Call Queue. If the box is still in the Call Queue, then I use the moveobject() command to move the box from the Call Queue to the Missed Queue. The moveobject() command has two parameters; the object to move (which is the msgsendingobject) and where to move the object (which I identified using a centerport connection).

When you run the model, you will see that it moves the items over if it has been too long. Hope this helps.

Max Time In Queue Example Model.fsm

[jose_antonio_c3]

Thank you so much @Brittany Evans! That was exactly what I needed