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Optimizing daily agent scheduling in a multiskill call center

Avramidis, Athanassios N., Chan, Wyean, Gendreau, Michel, L’Ecuyer, Pierre and Pisacane, Ornella (2010) Optimizing daily agent scheduling in a multiskill call center European Journal of Operational Research, 200, (3), pp. 822-832.

Record type: Article


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.

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Published date: 1 February 2010
Keywords: call center, stochastic optimization, staffing, scheduling, service level, cutting plane method
Organisations: Operational Research


Local EPrints ID: 149997
ISSN: 0377-2217
PURE UUID: 953cb063-598a-48be-bf36-0a2e915bad4c

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Date deposited: 04 May 2010 12:17
Last modified: 17 Oct 2017 12:36

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Author: Wyean Chan
Author: Michel Gendreau
Author: Pierre L’Ecuyer
Author: Ornella Pisacane

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