Robust Shift Scheduling in Call Centers

DOI10.1007/978-3-319-09174-7_29MaRDI QIDQ3195343zbMATH OpenOpenAlexFDO

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

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)

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Cites work

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

Cited in

(7)

• scientific article; zbMATH DE number 7366489 (Why is no real title available?)
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• Optimizing daily agent scheduling in a multiskill call center
• Decision support for power plant shift configuration using stochastic simulation
• Distributionally robust optimization for scheduling problem in call centers with uncertain forecasts
• 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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