Multi-Stage Service System Simulation
Interactive discrete-event simulation that models the flow of support tickets through a two-level IT service desk with configurable staffing, processing times, and escalation probabilities. Digital twins demonstrate how simulation can be used to analyze queue lengths, resource utilization, waiting times, and bottlenecks to support capacity planning and operational decision-making.
01
Incoming
- Arrived
- 0
02
Level 1 Support
Queue0
Agents
03
Level 2 Support
Queue0
Agents
04
Resolved
- Closed
- 0
How the model works
Arrivals and processing times follow exponential distributions. Each ticket joins the Level 1 first-in, first-out queue. On completion it is either resolved or escalated; Level 2 resolves every escalated ticket. The clock jumps between events internally while playback interpolates time for an understandable live view. Parameters remain editable during a run. New processing times apply when the next ticket starts service. When a busy agent is removed, its scheduled completion is cancelled and its ticket returns to the front of the same queue to be processed again from the beginning.