Joint Shift Scheduling Method for Call Center with Mechanism of Delay Information

Authors

Miao Yu, 1.School of Management, Shenyang Jianzhu University, Shenyang 110168, China;Follow
Manru Li, 2.China Mobile's Liaoning branch, Anshan 114001, China;
Yu Zhao, 1.School of Management, Shenyang Jianzhu University, Shenyang 110168, China;

Abstract

Abstract: A joint shift scheduling method is studied for call center with delay information. According to the queue model of call center with delay information, the influence rule of the customer's patience and abandonment behavior is addressed, and a mechanism of delay information is proposed to estimate the waiting time of customers. Considering the influence of non-stationary arrival and other factors, the scheduling model of the call centers is established by the discrete Event-Scheduling approach. Based on the proposed evaluation method of delay information, the joint shift scheduling method by simulation optimization is designed to solve the scheduling problem with improved genetic algorithm. Based on the actual operation data of a call center, a comparative analysis with the traditional two-stage method is conducted to verify the superiority and significant application value of the proposed method for solving the scheduling problem.

Recommended Citation

Yu, Miao; Li, Manru; and Zhao, Yu (2022) "Joint Shift Scheduling Method for Call Center with Mechanism of Delay Information," Journal of System Simulation: Vol. 34: Iss. 7, Article 25.
DOI: 10.16182/j.issn1004731x.joss.21-0273
Available at: https://dc-china-simulation.researchcommons.org/journal/vol34/iss7/25

First Page

1651

Revised Date

2021-05-20

DOI Link

https://doi.org/10.16182/j.issn1004731x.joss.21-0273

Last Page

1661

CLC

N945

Recommended Citation

Miao Yu, Manru Li, Yu Zhao. Joint Shift Scheduling Method for Call Center with Mechanism of Delay Information[J]. Journal of System Simulation, 2022, 34(7): 1651-1661.

DOI

10.16182/j.issn1004731x.joss.21-0273