A Research on Shift Scheduling Problem in Multi-skill Call Center
Shift scheduling is the connection between the predicted workload calculation and the staff allocation.Obviously,the predicted workload calculation and staff allocation will become meaningless with bad shifts.Considering the characteristics of the multi-skill call center,a new viewpoint of understanding multi-skill was generated.Based on the new viewpoint and a reasonable assumption,a linear programming model,which is easy to implement and has short computation time,was built to solve the shift scheduling problem.A numerical experiment was presented to testify the effectivity of the model.
shift scheduling multi-skill call center
Tao Dai Jiazhen Huo
School of Economy and ManagementTongji UniversityShanghai,200092 China School of Economy and Management Tongji University Shanghai,200092 China
国际会议
北京
英文
2008-10-12（万方平台首次上网日期，不代表论文的发表时间）