Project Background: Currently, PayPal has several different call routing scenarios in place at their Global Operations Center. Calls are routed on the basis of agent availability as well as call type. When there is a relatively low call volume, PayPal has no problem answering all calls within the required amount of time. But, when the queues begin back up, PayPal must simply try one of the other call routing scenarios and see if the queues improve. PayPal has no way to determine the outcome of changing to a new scenario. This is the problem PayPal Design Studio team will solve.

Project Goals:The primary goal of the PayPal simulation system will be to test the most efficient ways to manage the front end processes of the PayPal Global Operations Center through a series of “What if” scenarios.

Proposed system:The system will be a simulation that models the current processes of the front end of the PayPal Global Operations Center. The PayPal Simulation system will assist in the decision making process to help PayPal optimize call routing, in the attempt to achieve optimal utilization of PayPal resources. The simulation will allow users to enter variables such as agent information, agent type, current call volume, and current types of calls, which will facilitate a user in determining the best routing of calls, and allowing the user to modify in real time how the calls are being routed.

Scope: This project will allow:

Simulation of PayPal's Global Operation Center
Rule's based routing configuration
Analysis of changes to real-time routing rules
Animated scenarios for visual impact of changes
Additions/changes to applicable model parameters