基于蚁群算法的呼叫中心人力资源分配

Call Center Labor Resources Allocation Based on Ant Colony Algorithm

针对呼叫中心人员上班的班次和时段的人力资源分配问题,考虑班次和上班时段的等限制条件以及人力资源分配的具体要求,建立了相应的数学模型。在此提出了一种基于蚁群算法的人力资源分配算法。在呼叫中心人力资源分配问题图形化定义的基础上,建立了正反馈机制,设计了状态转移的规则,利用信息素更新规则对呼叫中心的具体人力分配进行了分析与实现。仿真表明,该方法对解决呼叫中心的人力资源分配问题是可行的。

For call center labor resources allocation problem which constraint of scheduling and the working period, according to this, programming model was established which considered the constraint of scheduling and the working period and the specific requisition of labor resources allocation. A labor,resonrces allocation approach was proposed based on ant colony algorithm. On the basis of the graphic definition of labor resources allocation, the positive feedback was established and to take advantage of the rule of state-shift and pheromone up- datestrategy, the particular scheduling process was analyzed and realized. Simulation shows that ant colony algorithm performs well for call, center labor resources allocation.