Near-Optimal Nonmyopic Contact Center Planning using Dual Decomposition

• المؤلفون الرئيسيون: KUMAR, Akshat, SINGH, Sudhanshu, GUPTA, Pranav, PARIJA, Gyana
• التنسيق: text
• اللغة: English
• منشور في: Institutional Knowledge at Singapore Management University 2014
• الموضوعات: contact center; planning and scheduling; Artificial Intelligence and Robotics; Management Information Systems
• الوصول للمادة أونلاين: 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

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...