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An Integrated Approach for Shift Scheduling and Rostering Problems with Break Times for Inbound Call Centers

机译：呼入呼叫中心带休息时间的排班计划和排班问题的综合方法

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It may be very difficult to achieve the optimal shift schedule in call centers which have highly uncertain and peaked demand during short time periods. Overlapping shift systems are usually designed for such cases. This paper studies shift scheduling and rostering problems for in bound call centers where overlapping shift systems are used. An integer programming model that determines which shifts to be opened and how many operators to be assigned to these shifts is proposed for the shift scheduling problem. For the rostering problem both integer programming and constraint programming models are developed to determine assignments of operators to all shifts, weekly days-off, and meal and relief break times of the operators. The proposed models are tested on real data supplied by an outsource call center and optimal results are found in an acceptable computation time. An improvement of 15% in the objective function compared to the current situation is observed with the proposed model for the shift scheduling problem. The computational performances of the proposed integer and constraint programming models for the rostering problem are compared using real data observed at a call center and simulated test instances. In addition, benchmark instances are used to compare our Constraint Programming (CP) approach with the existing models. The results of the comprehensive computational study indicate that the constraint programming model runs more efficiently than the integer programming model for the rostering problem. The originality of this research can be attributed to two contributions: (a) a model for shift scheduling problem and two models for rostering problem are presented in detail and compared using real data and (b) the rostering problem is considered as a task-resource allocation and considerably shorter computation times are obtained by modeling this new problem via CP.
机译：在短期内需求高度不确定且需求高峰的呼叫中心，要实现最佳轮班时间表可能非常困难。重叠换档系统通常是针对此类情况设计的。本文研究了使用重叠式班次系统的绑定呼叫中心的班次调度和排班问题。针对班次调度问题，提出了一个整数编程模型，该模型确定哪些班次要打开以及哪些班次要分配给这些班次。对于排班问题，开发了整数规划和约束规划模型，以确定操作员对所有班次，每周休息日以及操作员进餐和休息时间的分配。在外包呼叫中心提供的真实数据上测试了提出的模型，并在可接受的计算时间内找到了最佳结果。通过提出的变速调度问题模型，与当前情况相比，目标函数提高了15％。使用在呼叫中心观察到的真实数据和模拟测试实例，比较了针对排班问题的拟议整数和约束规划模型的计算性能。此外，使用基准实例将我们的约束编程（CP）方法与现有模型进行比较。综合计算研究的结果表明，对于排班问题，约束规划模型比整数规划模型更有效地运行。这项研究的独创性可归因于以下两个方面：（a）详细介绍了排班计划问题模型和两个排班问题模型，并使用实际数据进行了比较，并且（b）排班问题被视为任务资源通过CP对这个新问题进行建模可以获得分配和显着缩短的计算时间。

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  • 来源
    《Mathematical Problems in Engineering》 |2018年第15期|7870849.1-7870849.19|共19页
  • 作者

    Turker Turgay; Demiriz Ayhan;

  • 作者单位

    Sakarya Univ Dept Ind Engn TR-51487 Sakarya Turkey;

    Sakarya Univ Dept Ind Engn TR-51487 Sakarya Turkey|Gebze Tech Univ Dept Ind Engn TR-41400 Kocaeli Turkey;

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