All demonstrations
Customer services · demonstration
Call-centre triage and escalation
Are service misses caused by frontline demand or by the smaller escalation path?
The question tested
Calls split between simple resolution and specialist escalation. The stored comparison tests an additional specialist while holding the seed fixed.
Identify whether SLA misses come from frontline triage or from the smaller exception/escalation path.
Simulation replay
Use the timeline to inspect the stored baseline run.
Stored comparison
Baseline compared with: Add one escalation specialist
| Measure | Baseline | Add one escalation specialist | Change |
|---|---|---|---|
| Escalation queue wait | 83.9 minutes | 4.1 minutes | -79.9 minutes |
| Specialist utilisation | 97.9% | 67.8% | -30.1 points |
| Calls resolved | 92.0 calls | 100.0 calls | +8.0 calls |
Illustrative financial outputs
| Measure | Baseline | Scenario | Change |
|---|---|---|---|
| Total cost | £3,099 | £3,408 | +£309 |
| Total revenue / value | £1,752 | £1,800 | +£48 |
| Net value | £-1,347 | £-1,608 | £-261 |
Stored run references: net_149c43_single_run_207c27 / net_149c43_single_run_9c5f57
Current model assumptions
- Initial triage routes 78% of calls to the simple path and 22% to escalation so the exception path can be measured separately.
- The resolved-call exit point uses a 5-minute time limit to surface SLA performance in the results.
- Staff resource rates assume 75% scheduled-availability cost for 8 paid hours per day across 1 working day(s), plus 25% utilization-linked marginal cost. Both rates are converted from hourly to the model per-minute base unit. This illustrative split is not observed payroll data; scheduled cost scales automatically with shifts and the run horizon.
Basis and limitations: Illustrative demonstration using synthetic call volumes, handling times and route percentages. It is not a client case study.
Have a similar capacity question?
We can model your actual process, demand and constraints, then test practical alternatives before you commit resources.
Discuss your process