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

Siqiao Li, Ger Koole, Oualid Jouini

Research output: Chapter in Book / Report / Conference proceedingConference contributionAcademicpeer-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 languageEnglish
Title of host publication2019 Winter Simulation Conference (WSC 2019)
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages3657-3668
Number of pages12
ISBN (Electronic)9781728132839
DOIs
Publication statusPublished - Dec 2019
Event2019 Winter Simulation Conference, WSC 2019 - National Harbor, United States
Duration: 8 Dec 201911 Dec 2019

Publication series

NameProceedings - Winter Simulation Conference
Volume2019-December
ISSN (Print)0891-7736

Conference

Conference2019 Winter Simulation Conference, WSC 2019
CountryUnited States
CityNational Harbor
Period8/12/1911/12/19

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