Near-Optimal Nonmyopic Contact Center Planning using Dual Decomposition

• Main Authors: KUMAR, Akshat, SINGH, Sudhanshu, GUPTA, Pranav, PARIJA, Gyana
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2014
• Subjects: contact center; planning and scheduling; Artificial Intelligence and Robotics; Management Information Systems
• Online Access: https://ink.library.smu.edu.sg/sis_research/2196; https://ink.library.smu.edu.sg/context/sis_research/article/3196/viewcontent/7902_37032_1_PB.pdf
• Institution: Singapore Management University

We address the problem of minimizing staffing cost in a contact center subject to service level requirements over multiple weeks. We handle both the capacity planning and agent schedule generation aspect of this problem. Our work incorporates two unique business requirements. First, we develop techn...