One branch of the network, seen from the inside: who takes a ticket, who waits seated, who moves to a video kiosk —a screen with a real agent, not self-service—, who is served by QR from their phone, and who leaves. Same engine and same default assumptions as the Phygital Network Simulator. VCCaaS agents can be shared with the other branches in the network or dedicated to this one.
Applies to every branch in the network and to all three scenarios. Changing a value recalculates the day’s customers, and the animation continues from the same time.
Same branch, same day, same customers. “Occup.”: average occupancy of the VCCaaS agents during opening hours.
Each customer follows the rules of the network engine. If a position is free, they go straight to it. If not, in Scenarios 2 and 3 a customer eligible for video moves to a kiosk when VCCaaS can serve them sooner than the counter. In Scenario 3, with the kiosks busy and a wait above the QR threshold, some customers accept a video call from their phone. The rest check the wait on the display: if it exceeds their threshold, they leave without taking a ticket; once they have a ticket, they wait up to their threshold times the tolerance. With shared VCCaaS, the agents serve all 8 branches in the network; with dedicated VCCaaS, only this one. In both cases, customers at a kiosk have priority. Movement inside the branch is for illustration only.