考虑休班公平及同班次约束的呼叫中心排班优化问题

国内呼叫中心企业制定人力排班表时,越来越关注员工诉求及体现人性化管理理念.考虑坐席人员双休日休班公平性和周内工作日上班时间规律性,构建以多周为计划周期的呼叫中心排班优化问题整数规划模型.在对问题结构和优化性质分析基础上,提出构造性启发式算法.使用企业实例数据对模型和算法性能进行评估.计算结果表明规划模型只适于求解小规模问题最优解,而启发式算法能够以小计算成本获得较大规模问题优化解.最后计算分析得出了这些员工诉求因素对排班人力成本影响的量化结果.

Shift scheduling and rostering problem of call centers considering off-day fairness and same shift constraints

Call centers are paying more and more attention to agent appeals and humanized management when formulating personnel scheduling tables.Considering the fairness of weekend off and the regularity of workdays,an integer programming model for the shift scheduling and rostering problem with multi-week planning period is constructed.Based on the analysis of problem structure and optimization properties,a constructive heuristic algorithm is proposed.Model and algorithm performance is evaluated with enterprise actual data.Experimental results show that the integer programming model is only suitable for achieving the optimal solutions of small-scale problems,while the heuristic algorithm can obtain the(sub-)optimal solutions of large-scale problems with small computational cost.Calculations are given to illustrate the quantitative impacts of these agents’demands on labor cost of call centers.