A logistic regression and linear programming approach for multi-skill staffing optimization in call centers

A logistic regression and linear programming approach for multi-skill staffing optimization in call centers

We study a staffing optimization problem in multi-skill call centers. The objective is to minimize the total cost of agents under some quality of service (QoS) constraints. The key challenge lies in the fact that the QoS functions have no closed-form and need to be approximated by simulation. In thi...

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Bibliographic Details
Main Authors: TA, Thuy Anh, MAI, Tien, BASTIN, Fabian, l'ECUYER, Pierre
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2022
Subjects:
logistic regression
simulation
call center
cutting plane
Artificial Intelligence and Robotics
Programming Languages and Compilers
Online Access:https://ink.library.smu.edu.sg/sis_research/7308
https://ink.library.smu.edu.sg/context/sis_research/article/8311/viewcontent/WSC2022_R2.pdf
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Institution: Singapore Management University
Language: English

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https://ink.library.smu.edu.sg/sis_research/7308
https://ink.library.smu.edu.sg/context/sis_research/article/8311/viewcontent/WSC2022_R2.pdf

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