到达不确定呼叫中心人员配置的鲁棒优化模型

针对呼叫中心实际运营中顾客到达不确定的特点,采用鲁棒离散优化方法,建立呼叫中心人员配置的鲁棒模型。利用对偶原理将鲁棒模型转换易于求解的线性鲁棒对等式,通过调节模型中的鲁棒参数来权衡鲁棒解的保守性与最优性之间的关系,计算模型中约束违背概率上限来表示鲁棒解的可靠性。通过现实呼叫中心数据算例,验证了模型的有效性,分析了不同鲁棒水平下各时间段服务人员配置规律,以及系统最小成本与违背概率之间的权衡关系。最后,对到达扰动系数进行了敏感性分析。

Robust Optimization Model for Staffing Call Centers with Uncertain Arrival Rates

Aimed at uncertain arrival of customers in real call centers, the robust model of staffing call centers is developed by using robust discrete optimization approach. Then this robust model is transformed into a tractable and linear robust counterpart by duality principle. The trade-off between conservation and optimality of robust solutions is controlled by adjusting robustness parameters, and this paper shows the reliability of robust solutions through calculating upper bounds on the constraint of violation probability. The effectiveness of this model is illustrated on data example taken from real call centers, the rule of staffing is analyzed under different levels of robustness, and the trade-off between system cost and violation probability is provided. Finally, sensitivity analysis is discussed on the coefficient of arrival disturbance.