Abstract | ||
---|---|---|
This is a summary of the author’s PhD thesis, supervised by Pierre L’Ecuyer and Roberto Musmanno and defended on 21 February
2008 at the Università della Calabria. The thesis is written in English and is available from the author upon request. This
work deals with the comparison of simulation-based algorithms for solving the agents scheduling problem in a multiskill call
center minimizing their costs under service levels constraints. A solution approach, combining simulation, with integer or
linear programming, and cut generation, is proposed. Considering realistic problems, it performs better than the two-step
approach proposed in the literature. It is also shown that a randomized search, extending the one defined for the single-period
staffing problem in Avramidis et al. [IIE Trans (in press), 2008], yields highly suboptimal solutions. Finally, an extension
of the cutting plane method to directly control the probability on the customers abandonments is designed. |
Year | DOI | Venue |
---|---|---|
2009 | 10.1007/s10288-008-0078-4 | 4OR |
Keywords | Field | DocType |
cutting plane · scheduling problem · call center · simulation optimization,cutting plane method,cutting plane,random search,linear program,scheduling problem,service level | Integer,Mathematical optimization,Cutting-plane method,Service level,Job shop scheduling,Staffing,Scheduling (computing),Computer science,Linear programming | Journal |
Volume | Issue | ISSN |
7 | 2 | 1614-2411 |
Citations | PageRank | References |
0 | 0.34 | 3 |
Authors | ||
1 |
Name | Order | Citations | PageRank |
---|---|---|---|
Ornella Pisacane | 1 | 116 | 10.20 |