多技能呼叫中心排班算法研究

对多技能呼叫中心的排班问题进行了系统研究.采用考虑顾客放弃的Erlan争A模型计算人力需求,应用动态集合覆盖算法解决多技能排班路由问题,针对多技能优化排班问题设计开发相应的启发式算法,并应用某呼叫中心的实际数据验证了算法的计算效率和优化效果.此外,对不同人力分组方案和不同班时拆分方案进行了一系列试验计算,发现分组细化和班时细分都能够提升排班效果,相比而言班时拆分对排班效果的影响作用更加显著.

Study on the staffing algorithm for multi-skill call center

The multi-skill call center staffing problem is studied systematically in this paper. Erlang-A model, in which, the abandoning customers can be taken into consideration, was applied to estimate the need of operators. Then, a dynamic set covering algorithm was proposed to solve the multi-skill routing problem. Thereafter, a heuristic algorithm was developed to solve the large-scale call center staffing problem. Finally, the data of a real call center was utilized to verify the efficiency and effectiveness of the algorithm. In addition, a series of computational experiments were conducted to compare the service level of different personnel-grouping schemes and different working-hour-split schemes. The calculating results show that the smaller personnel-group and shorter working hours can improve the staffing quality. And compared with the personnel-grouping schemes, working-hour-split schemes can be more effective on the staffing quality improvement.