呼叫中心坐席人员排班问题优化模型与算法研究

国内呼叫企业在保证每个坐席人员周内当值相同班次情况下,通过灵活安排周内当班日期与班次来制定排班方案。针对该实际排班场景,构建问题整数规划模型。通过对问题数据特征及优化性质分析,以及对班次人力有效满足区段电话服务需求的量化指标表征,分别提出两个构造性启发式算法。使用企业实例数据对模型算法进行计算实验。实验结果显示,整数规划模型适合于求解小规模排班问题最优解,而启发式算法能够以小计算成本获得大规模排班问题优化解。最后讨论保证员工上班规律性的同班次用工制度对企业人力成本控制的影响。

Optimization Model and Algorithms for the Shift Scheduling and Rostering Problem in Call Centers

Call centers work out the weekly scheduling schemes via flexibly arranging agents' duties while ensuring each one is assigned to a constant shift throughout the week. An integer programming model is formulated with respect to the practical scenario. Based on the analysis of data characteristics and optimization properties, two constructive heuristics are proposed by defining the metrics of shifts that effectively satisfy requirements of telephone service of intervals. The performance of the model and algorithms is evaluated on data from enterprise instances. The experimental results illustrate that the integer programming model is suitable for solving small-scale problems, while the heuristics can achieve (near-)optimal solutions at low computational cost for large-scale problems. Finally, the influence of the same shift regulation that ensures agents' work regularity on human resource cost is discussed.