کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
477129 | 1446135 | 2010 | 11 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Optimizing daily agent scheduling in a multiskill call center
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کلمات کلیدی
موضوعات مرتبط
مهندسی و علوم پایه
مهندسی کامپیوتر
علوم کامپیوتر (عمومی)
پیش نمایش صفحه اول مقاله
![عکس صفحه اول مقاله: Optimizing daily agent scheduling in a multiskill call center Optimizing daily agent scheduling in a multiskill call center](/preview/png/477129.png)
چکیده انگلیسی
We examine and compare simulation-based algorithms for solving the agent scheduling problem in a multiskill call center. This problem consists in minimizing the total costs of agents under constraints on the expected service level per call type, per period, and aggregated. We propose a solution approach that combines simulation with integer or linear programming, with cut generation. In our numerical experiments with realistic problem instances, this approach performs better than all other methods proposed previously for this problem. We also show that the two-step approach, which is the standard method for solving this problem, sometimes yield solutions that are highly suboptimal and inferior to those obtained by our proposed method.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: European Journal of Operational Research - Volume 200, Issue 3, 1 February 2010, Pages 822–832
Journal: European Journal of Operational Research - Volume 200, Issue 3, 1 February 2010, Pages 822–832
نویسندگان
Athanassios N. Avramidis, Wyean Chan, Michel Gendreau, Pierre L’Ecuyer, Ornella Pisacane,