一种多技能呼叫中心人力需求的计算模型

A Method for Labor Scheduling in Multi-Skill Call Centers

将Dantzig提出的处理单技能呼叫中心的集合覆盖模型推广,以适用于多技能呼叫中心情况.首先采用排队论的经典公式计算各技能的时段人力需求;然后在各时段内将多技能话务员拆分成单技能话务员的组合,再将班次人力需求量的计算建模为一个线性规划问题.该模型最大限度地利用了多技能话务员的灵活性.实验结果表明:所提出模型可稳定快速地找到较优解,其精度可满足实际应用需求;对呼叫中心的整体规划有指导意义;为呼叫路由问题提供了一种新的解决思路.

This paper extended the set-covering model for single-skill call centers, proposed by Dantzig, to handle multi-skill cases. First is solves the staffing level of each period for each skill, using the classical formulas in queueing system theory; second, it decomposes a multi-skill agent to a combination of singleskill agents in every period; and then it models the shift scheduling problem in a linear programming framework. The new model makes the most use of the flexibility of multi-skill agents. The experiments show that by the proposed model, solutions of high performance can be found stably in a short period of time, which are acceptable in practice. The solutions provide informative guidance for overall planning of the call center. The solutions also provide a new way to deal with the call routing problem.