Scheduling Problem for Call Center Operators

IF 0.58 Q3 Engineering

Journal of Applied and Industrial Mathematics Pub Date : 2023-08-07 DOI:10.1134/S1990478923020084

A. V. Eremeev, M. A. Sakhno

引用次数: 0

Abstract

The paper is devoted to solving the problem of scheduling the work of the call center staff. A model of integer linear programming is formulated, the problem is shown to be NP-hard, and a genetic algorithm is proposed that takes into account the specifics of the problem. An experimental comparison of optimal solutions obtained using the CPLEX package with solutions found by the genetic algorithm is carried out. The computational experiment has shown the practically acceptable accuracy of the solutions obtained by the genetic algorithm and its applicability to large-dimensional problems.

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呼叫中心话务员调度问题

本文致力于解决呼叫中心员工的工作调度问题。建立了整数线性规划模型，证明了该问题是np困难的，并提出了考虑该问题特殊性的遗传算法。用CPLEX包与遗传算法求解的最优解进行了实验比较。计算实验表明，遗传算法解的精度是可以接受的，并且适用于大维问题。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Applied and Industrial Mathematics Engineering-Industrial and Manufacturing Engineering

CiteScore

1.00

自引率

0.00%

发文量

期刊介绍： Journal of Applied and Industrial Mathematics is a journal that publishes original and review articles containing theoretical results and those of interest for applications in various branches of industry. The journal topics include the qualitative theory of differential equations in application to mechanics, physics, chemistry, biology, technical and natural processes; mathematical modeling in mechanics, physics, engineering, chemistry, biology, ecology, medicine, etc.; control theory; discrete optimization; discrete structures and extremum problems; combinatorics; control and reliability of discrete circuits; mathematical programming; mathematical models and methods for making optimal decisions; models of theory of scheduling, location and replacement of equipment; modeling the control processes; development and analysis of algorithms; synthesis and complexity of control systems; automata theory; graph theory; game theory and its applications; coding theory; scheduling theory; and theory of circuits.