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

• 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
• Institution: Singapore Management University

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 this paper we propose a new way to approximate the QoS functions by logistic functions and design a new algorithm that combines logistic regression, cut generations and logistic-based local search to efficiently find good staffing solutions. We report computational results using examples up to 65 call types and 89 agent groups showing that our approach performs well in practice, in terms of solution quality and computing time.