Support Desk Flow: Queue & Wait-Time Dashboard

Mobile-app customer support lives or dies on one number: how long a ticket waits before an agent picks it up. This simulator runs a real M/M/c queueing model — tickets arrive as a Poisson process, a bank of agents serves them at an exponential rate, and a single FIFO line holds whatever cannot be answered immediately. Drag the arrival rate, agent headcount, average handle time and SLA target and watch tickets stream through a live 2D lane diagram — inbox, queue, agent desks, resolved bin — while a second panel scrolls queue length and utilization over time and builds a wait-time histogram, all checked live against the closed-form Erlang-C prediction for the same parameters: the exact staffing math real support and call centers use to size a team against a promised response time.