Cost of fairness in agent scheduling for contact centers

DOI10.3934/JIMO.2021001MaRDI QIDQ2076355zbMATH OpenOpenAlexFDO

Authors Onur Şimşek, O. Erhun Kundakcioglu

Publication date 16 February 2022

Published in Journal of Industrial and Management Optimization (Search for Journal in Brave)

Full work available at URL https://doi.org/10.3934/jimo.2021001

zbMATH Keywords

contact centersemployee satisfactionfairnesslong term planningworkforce scheduling

Mathematics Subject Classification ID

Deterministic scheduling theory in operations research (90B35)

Cites work

• A decomposed branch-and-price procedure for integrating demand planning in personnel staffing problems
• An outer approximation algorithm for generating all efficient extreme points in the outcome set of a multiple objective linear programming problem
• Development of a workforce management system for a customer hotline service
• Modeling staff scheduling problems. A tutorial
• Optimizing railway crew schedules with fairness preferences
• Personnel scheduling: a literature review
• Personnel scheduling: models and complexity
• Queueing models of call centers: An introduction
• Scheduling part-time personnel with availability restrictions and preferences to maximize employee satisfaction
• Selecting and adapting weekly work schedules with working time accounts: a case of a retail clothing chain
• Solving the general employee scheduling problem
• Staff scheduling and rostering: a review of applications, methods and models.
• Workforce scheduling with multiple objectives

Describes a project that uses

Uses Software

• Gurobi

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