呼叫中心人力资源配置鲁棒规划模型

Robust Program Model of Human Resource Management for Staffing Call Centers

针对现实呼叫中心中顾客到达不确定的问题,建立了基于排队论的离散流体模型,解决了考虑鲁棒性呼叫中心的人力资源配置问题.通过区间数据来表示顾客到达的不确定集,利用可调整鲁棒优化方法的思想,分析了鲁棒优化模型与确定性优化模型的关系.数值试验表明,使用可调整鲁棒参数的鲁棒优化方法减小了呼叫中心到达率不确定性给呼叫中心系统带来的影响;到达率越大,对应的最优的鲁棒参数越大,模型越保守.

Considering the problem that the arrival rates of call centers are uncertain,a discrete fluid model was built based on queuing theory,and the human resource allocation problem of staffing call centers was solved with the robustness. The set of uncertain arrival rate was formulated by using interval data,and by adjusting the robust optimization method of adjustable robust parameters to solve the staffing problem,the relationship between robust optimization model and deterministic optimization model was analyzed. Numerical experiments show that, using the robust optimization method with adjustable robust parameters can reduce the impact of random arrival rates on call centers ; with the increasing of arrival rates, the corresponding optimal robust parameter will be increased, and the model is more conservative.