Robust Shift Scheduling in Call Centers

DOI10.1007/978-3-319-09174-7_29zbMATH Open1451.90066OpenAlexW342200840MaRDI QIDQ3195343FDOQ3195343

Authors: Sara Mattia, Fabrizio Rossi, Mara Servilio, Stefano Smriglio 

Publication date: 16 October 2015

Published in: Lecture Notes in Computer Science (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1007/978-3-319-09174-7_29

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zbMATH Keywords

integer programmingrobust optimizationshift scheduling

Mathematics Subject Classification ID

Deterministic scheduling theory in operations research (90B35) Theory of organizations, manpower planning in operations research (90B70) Robustness in mathematical programming (90C17)

Cites Work

• Robust discrete optimization and network flows
• Lectures on Stochastic Programming
• Technical Note—Convex Programming with Set-Inclusive Constraints and Applications to Inexact Linear Programming
• Robust convex optimization
• Adjustable robust solutions of uncertain linear programs
• Queueing models of call centers: An introduction
• The robust network loading problem with dynamic routing
• Distributionally robust workforce scheduling in call centres with uncertain arrival rates
• The Operator-Scheduling Problem: A Network-Flow Approach
• On complexity of stochastic programming problems
• On 2-stage robust LP with RHS uncertainty: complexity results and applications
• Uncertain linear programs: extended affinely adjustable robust counterparts
• Optimizing call center staffing using simulation and analytic center cutting-plane methods
• Staffing a call center with uncertain non-stationary arrival rate and flexibility

Cited In (4)

• Title not available (Why is that?)
• Optimizing daily agent scheduling in a multiskill call center
• Agent scheduling in a multiskill call center
• Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials

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