A Simple Solution for Optimizing Weekly Agent Scheduling in a Multi-Skill Multi-Channel Contact Center

Siqiao Li; Ger Koole; Oualid Jouini

doi:10.1109/WSC40007.2019.9004714

A Simple Solution for Optimizing Weekly Agent Scheduling in a Multi-Skill Multi-Channel Contact Center

Siqiao Li, Ger Koole, Oualid Jouini

Mathematics

Research output: Chapter in Book / Report / Conference proceeding › Conference contribution › Academic › peer-review

Abstract

We study the staffing and shift scheduling problem in a multi-skill multi-channel contact center, containing calls, emails and chats. Due to the fact that each channel has its own operating characteristics, the existing solutions developed for multi-skill call centers are not applicable to our problem. In this paper, we first build a high fidelity simulation model at a weekly level to evaluate various Quality of Service (QoS) measurements for a given schedule. Then we propose a simulation-based optimization algorithm to solve the staffing and shift scheduling problem integrally to minimize the total costs of agents under certain QoS requirements. In the numerical experiments, we show the effectiveness of the proposed approach with realistic instances.

Original language	English
Title of host publication	2019 Winter Simulation Conference (WSC)
Subtitle of host publication	[Proceedings]
Publisher	Institute of Electrical and Electronics Engineers Inc.
Pages	3657-3668
Number of pages	12
ISBN (Electronic)	9781728132839
ISBN (Print)	9781728120522
DOIs	https://doi.org/10.1109/WSC40007.2019.9004714
Publication status	Published - 20 Feb 2020
Event	2019 Winter Simulation Conference, WSC 2019 - National Harbor, United States Duration: 8 Dec 2019 → 11 Dec 2019

Publication series

Name	Proceedings - Winter Simulation Conference
Volume	2019-December
ISSN (Print)	0891-7736

Conference

Conference	2019 Winter Simulation Conference, WSC 2019
Country/Territory	United States
City	National Harbor
Period	8/12/19 → 11/12/19

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

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10.1109/WSC40007.2019.9004714

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Li, S., Koole, G., & Jouini, O. (2020). A Simple Solution for Optimizing Weekly Agent Scheduling in a Multi-Skill Multi-Channel Contact Center. In 2019 Winter Simulation Conference (WSC): [Proceedings] (pp. 3657-3668). Article 9004714 (Proceedings - Winter Simulation Conference; Vol. 2019-December). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/WSC40007.2019.9004714

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abstract = "We study the staffing and shift scheduling problem in a multi-skill multi-channel contact center, containing calls, emails and chats. Due to the fact that each channel has its own operating characteristics, the existing solutions developed for multi-skill call centers are not applicable to our problem. In this paper, we first build a high fidelity simulation model at a weekly level to evaluate various Quality of Service (QoS) measurements for a given schedule. Then we propose a simulation-based optimization algorithm to solve the staffing and shift scheduling problem integrally to minimize the total costs of agents under certain QoS requirements. In the numerical experiments, we show the effectiveness of the proposed approach with realistic instances.",

author = "Siqiao Li and Ger Koole and Oualid Jouini",

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Li, S, Koole, G & Jouini, O 2020, A Simple Solution for Optimizing Weekly Agent Scheduling in a Multi-Skill Multi-Channel Contact Center. in 2019 Winter Simulation Conference (WSC): [Proceedings]., 9004714, Proceedings - Winter Simulation Conference, vol. 2019-December, Institute of Electrical and Electronics Engineers Inc., pp. 3657-3668, 2019 Winter Simulation Conference, WSC 2019, National Harbor, United States, 8/12/19. https://doi.org/10.1109/WSC40007.2019.9004714

A Simple Solution for Optimizing Weekly Agent Scheduling in a Multi-Skill Multi-Channel Contact Center. / Li, Siqiao; Koole, Ger; Jouini, Oualid.
2019 Winter Simulation Conference (WSC): [Proceedings]. Institute of Electrical and Electronics Engineers Inc., 2020. p. 3657-3668 9004714 (Proceedings - Winter Simulation Conference; Vol. 2019-December).

Research output: Chapter in Book / Report / Conference proceeding › Conference contribution › Academic › peer-review

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AB - We study the staffing and shift scheduling problem in a multi-skill multi-channel contact center, containing calls, emails and chats. Due to the fact that each channel has its own operating characteristics, the existing solutions developed for multi-skill call centers are not applicable to our problem. In this paper, we first build a high fidelity simulation model at a weekly level to evaluate various Quality of Service (QoS) measurements for a given schedule. Then we propose a simulation-based optimization algorithm to solve the staffing and shift scheduling problem integrally to minimize the total costs of agents under certain QoS requirements. In the numerical experiments, we show the effectiveness of the proposed approach with realistic instances.

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A Simple Solution for Optimizing Weekly Agent Scheduling in a Multi-Skill Multi-Channel Contact Center

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