TY - GEN
T1 - A Simple Solution for Optimizing Weekly Agent Scheduling in a Multi-Skill Multi-Channel Contact Center
AU - Li, Siqiao
AU - Koole, Ger
AU - Jouini, Oualid
PY - 2020/2/20
Y1 - 2020/2/20
N2 - 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.
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.
UR - http://www.scopus.com/inward/record.url?scp=85081132832&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85081132832&partnerID=8YFLogxK
U2 - 10.1109/WSC40007.2019.9004714
DO - 10.1109/WSC40007.2019.9004714
M3 - Conference contribution
AN - SCOPUS:85081132832
SN - 9781728120522
T3 - Proceedings - Winter Simulation Conference
SP - 3657
EP - 3668
BT - 2019 Winter Simulation Conference (WSC)
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 2019 Winter Simulation Conference, WSC 2019
Y2 - 8 December 2019 through 11 December 2019
ER -