Joint chance-constrained staffing optimization in multi-skill call centers

• Main Authors: DAM, Tien Thanh, TA, Thuy Anh, MAI, Tien
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2022
• Subjects: Call center; Staffing optimization; Joint chance constraint; Cutting plane; Concave-identification; Artificial Intelligence and Robotics; Operations and Supply Chain Management; Operations Research, Systems Engineering and Industrial Engineering
• Online Access: https://ink.library.smu.edu.sg/sis_research/6954; https://ink.library.smu.edu.sg/context/sis_research/article/7957/viewcontent/JointChance_constrained_av.pdf
• Institution: Singapore Management University

This paper concerns the staffing optimization problem in multi-skill call centers. The objective is to find a minimal cost staffing solution while meeting a target level for the quality of service (QoS) to customers. We consider a staffing problem in which joint chance constraints are imposed on the...