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Simulation-based optimization of agent scheduling in multiskill call centers.

Simulation-based optimization of agent scheduling in multiskill call centers.
Simulation-based optimization of agent scheduling in multiskill call centers.
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.
Avramidis, A.N.
d6c4b6b6-c0cf-4ed1-bbe1-a539937e4001
Gendreau, M.
35d96a29-8c4b-4e8b-9c96-8a99f32f3bef
L'Ecuyer, P.
6a72df10-5abf-4ff2-bb06-d9f9047f328e
Pisacane, O.
1c45de77-50eb-4e51-b805-3a0a2710fd65
Avramidis, A.N.
d6c4b6b6-c0cf-4ed1-bbe1-a539937e4001
Gendreau, M.
35d96a29-8c4b-4e8b-9c96-8a99f32f3bef
L'Ecuyer, P.
6a72df10-5abf-4ff2-bb06-d9f9047f328e
Pisacane, O.
1c45de77-50eb-4e51-b805-3a0a2710fd65

Avramidis, A.N., Gendreau, M., L'Ecuyer, P. and Pisacane, O. (2007) Simulation-based optimization of agent scheduling in multiskill call centers. 5th Annual International Industrial Simulation Conference (ISC-2007). 11 - 13 Jun 2007.

Record type: Conference or Workshop Item (Paper)

Abstract

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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More information

Published date: 2007
Venue - Dates: 5th Annual International Industrial Simulation Conference (ISC-2007), 2007-06-11 - 2007-06-13
Organisations: Operational Research

Identifiers

Local EPrints ID: 55796
URI: http://eprints.soton.ac.uk/id/eprint/55796
PURE UUID: 84b5e8bf-c6d7-4216-aff3-7f02897d6a0a
ORCID for A.N. Avramidis: ORCID iD orcid.org/0000-0001-9310-8894

Catalogue record

Date deposited: 06 Aug 2008
Last modified: 17 Dec 2019 01:43

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Contributors

Author: A.N. Avramidis ORCID iD
Author: M. Gendreau
Author: P. L'Ecuyer
Author: O. Pisacane

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