Scheduling Problem for Call Center Operators

Scheduling Problem for Call Center Operators Full article

Journal

Journal of Applied and Industrial Mathematics
ISSN: 1990-4789 , E-ISSN: 1990-4797

Output data

Year: 2023, Volume: 17, Number: 2, Pages: 296-306 Pages count : 11 DOI: 10.1134/s1990478923020084

Funding (1)

Russian Science Foundation

21-41-09017

The paper is devoted to solving the problem of scheduling the work of the call center staff. A model of integer linear programming is formulated, the problem is shown to be NP-hard, and a genetic algorithm is proposed that takes into account the specifics of the problem. An experimental comparison of optimal solutions obtained using the CPLEX package with solutions found by the genetic algorithm is carried out. The computational experiment has shown the practically acceptable accuracy of the solutions obtained by the genetic algorithm and its applicability to large-dimensional problems.

Eremeev A.V. , Sakhno M.A.
Scheduling Problem for Call Center Operators
Journal of Applied and Industrial Mathematics. 2023. V.17. N2. P.296-306. DOI: 10.1134/s1990478923020084 Scopus РИНЦ OpenAlex

Еремеев А.В. , Сахно М.А.
О задаче составления расписания работы операторов центра обработки вызовов
Дискретный анализ и исследование операций. 2023. Т.30. №2. С.48-66. DOI: 10.33048/daio.2023.30.735 РИНЦ

Submitted:	Apr 29, 2022
Accepted:	Feb 13, 2023
Published online:	Jun 22, 2023
Published print:	Aug 7, 2023

Scopus:	2-s2.0-85167503516
Elibrary:	63551451
OpenAlex:	W4385640098

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