Queue Management

Queue Management Challenges include
- To optimise the rotas and dispatching of tasks to balance productivity and waiting times
- To design shift patterns and calculate the number of resources to be rostered on that shift pattern to match forecasted demand
- To design business rules to decide when to dedicate skills or to multi-skill
- To balance waiting times with productivity through operating rules
- To respond to fluctuating demand
- To best combine queue specific work with filler type work
- To deal with seasonal and peak-time fluctuations in demand


Simulation modelling in Queue Management systems refers to the simulation of a person/call/order from; entering the system, queueing to be processed (by a resource/person) to exiting. This can involve single or multiple queues. Processing times can vary and the number of resources available at any time can be scheduled/rostered. In a simulation model:

  • Processing times can be person specific; skills and shifts can be worker specific
  • Crews, interlinked steps, roster rules or any business rule can be modelled
  • Demand can be seasonal, monthly, weekly or daily
  • Demand is at an event level (i.e. seconds) and not in bucket intervals
  • There are no data limitations
  • In fact, anything that can be described can be modelled


Simulation has been used to

  • Reduce queueing times by 15%
  • Arbitrate new business practices between unions and management
  • Optimise staffing/rotas levels
  • Identify the benefits of additional staff/equipment
  • Ensure that the system will provide queue times required?
  • Can the system deal with spikes in demand?
  • Minimise regulator costs

  • Staff Schedules
  • Staffing Levels
  • Skills Matching
  • Service Levels
  • Queue Handling
  • Call Centres