A Pragmatic Development of a Computer Simulation of an Emergency Call Centre.
Julie Dugdale, Bernard Pavard, Jean-Luc Soubie · COOP · 2000
In cases where it is unfeasible to experiment in a real life setting, computer simulation is a valuable tool in the design and understanding of cooperative systems. This paper describes the development of a computer based simulation of an emergency call centre. The centre, which is a perfect example of a complex cooperative system, is currently undergoing a physical reorganisation. The aim of the simulator is to help in the redesign process by allowing the user to test the effects of new physical organisations. Whilst grounded in a solid theoretical framework, the simulator was developed using a bottom-up approach. We are particularly interested in modelling and analysing how environmental factors, such as the level of noise, affect mutual awareness, overhearing, interruption, cooperation and communication. A methodology is employed which is strongly participative and which, we believe, is well suited for the development of a computer based simulation of complex real world settings. We explain our methodology and show how the environmental and cognitive factors have been analysed, translated into a design and subsequently implemented using an object-oriented approach. Finally, we demonstrate the computer based simulator by running an experiment using data obtained from our observations of the real world setting.