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Authors: Mathilde Excoffier 1 ; Céline Gicquel 1 ; Oualid Jouini 2 and Abdel Lisser 1

Affiliations: 1 Laboratoire de Recherche en Informatique - LRI, France ; 2 Ecole Centrale Paris - ECP, France

Keyword(s): Call Centers, Queuing Systems, Stochastic Optimization, Joint Chance Contraints, Staffing, Shift-Scheduling.

Related Ontology Subjects/Areas/Topics: Artificial Intelligence ; Knowledge Discovery and Information Retrieval ; Knowledge-Based Systems ; Mathematical Programming ; Methodologies and Technologies ; Operational Research ; Optimization ; Queuing Theory ; Resource Allocation ; Symbolic Systems

Abstract: We consider a workforce management problem arising in call centers, namely a staffing and shift-scheduling problem. It consists in determining the minimum-cost number of agents to be assigned to each shift of the scheduling horizon so as to reach the required customer quality of service. We assume that the mean call arrival rate in each period of the horizon is a random variable following a continuous distribution. We model the resulting optimization problem as a stochastic program involving joint probabilistic constraints. This allows to manage the risk of not reaching the required quality of service at the horizon level rather than on a period by period basis. We propose a solution approach based on linear approximations to provide approximate solutions of the problem. We finally give numerical results carried out on a real-life instance. These results show that the proposed approach compares well with previously published approaches both in terms of risk management and cost minimi zation. (More)

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Paper citation in several formats:
Excoffier, M.; Gicquel, C.; Jouini, O. and Lisser, A. (2014). A Stochastic Programming Approach for Staffing and Scheduling Call Centers with Uncertain Demand Forecasts. In Proceedings of the 3rd International Conference on Operations Research and Enterprise Systems - ICORES; ISBN 978-989-758-017-8; ISSN 2184-4372, SciTePress, pages 80-88. DOI: 10.5220/0004832100800088

@conference{icores14,
author={Mathilde Excoffier. and Céline Gicquel. and Oualid Jouini. and Abdel Lisser.},
title={A Stochastic Programming Approach for Staffing and Scheduling Call Centers with Uncertain Demand Forecasts},
booktitle={Proceedings of the 3rd International Conference on Operations Research and Enterprise Systems - ICORES},
year={2014},
pages={80-88},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0004832100800088},
isbn={978-989-758-017-8},
issn={2184-4372},
}

TY - CONF

JO - Proceedings of the 3rd International Conference on Operations Research and Enterprise Systems - ICORES
TI - A Stochastic Programming Approach for Staffing and Scheduling Call Centers with Uncertain Demand Forecasts
SN - 978-989-758-017-8
IS - 2184-4372
AU - Excoffier, M.
AU - Gicquel, C.
AU - Jouini, O.
AU - Lisser, A.
PY - 2014
SP - 80
EP - 88
DO - 10.5220/0004832100800088
PB - SciTePress

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