A joint chance-constrained programming approach for call center workforce scheduling under uncertain call arrival forecasts
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In this article, a mixed-integer linear programming based solution approach is proposed to solve the shift scheduling problem under uncertain demand forecasts, where forecasting errors are seen as independent normally distributed random variables.About:
This article is published in Computers & Industrial Engineering.The article was published on 2016-06-01 and is currently open access. It has received 16 citations till now. The article focuses on the topics: Stochastic programming & Job shop scheduling.read more
Figures
Table 2: Illustrative example: optimal solutions of problems EDetB and EDetF 
Table 6: Resolution of problem EDetF - instances with σt λt = 1.5 
Table 7: Resolution of problem EDetF - instances with σt λt = 2 
Table 8: Comparison with the sample approximation approach - instances with σt λt = 2 
Figure 2: General risk-cost trade-off analysis 
Table 1: Illustrative example: input data
Citations
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Journal ArticleDOI
A copula-based flexible-stochastic programming method for planning regional energy system under multiple uncertainties: A case study of the urban agglomeration of Beijing and Tianjin
TL;DR: Compared to joint-probabilistic chance-constrained programming (JCP), the CFSP method is more effective for handling multiple random parameters associated with different probability distributions in which their correlations are unknown.
Journal ArticleDOI
Coupling the two-level programming and copula for optimizing energy-water nexus system management – A case study of Henan Province
TL;DR: A copula-based interval two-level programming (CITP) method is applied to planning the energy-water nexus system (EWNS) of Henan Province (China), where various decision-making levels and diverse risk-interaction scenarios are analyzed and results can provide decision supports for the coordinated development of regional-scale EWNS management.
Journal ArticleDOI
An artificial bee colony algorithm for scheduling call centres with weekend-off fairness
Yue Xu,Xiuli Wang +1 more
TL;DR: An enhanced artificial bee colony (EABC) algorithm to solve the workforce scheduling problem in call centres and the experimental results show that the proposed algorithm can achieve (sub-)optimal solutions for large-scale problems.
Journal ArticleDOI
An Integrated Approach for Shift Scheduling and Rostering Problems with Break Times for Inbound Call Centers
TL;DR: The results of the comprehensive computational study indicate that the constraint programming model runs more efficiently than the integer programming model for the rostering problem.
Staffing optimization with chance constraints for emergency call centers
TL;DR: A sample average approximation (SAA) version of this staffing problem with probabilistic constraints in an emergency call center whose solution converges to that of the exact problem when the sample size increases.
References
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Journal ArticleDOI
Parametric Forecasting and Stochastic Programming Models for Call-Center Workforce Scheduling
Noah Gans,Haipeng Shen,Yong-Pin Zhou,Nikolay Korolev,Alan McCord,Herbert Willi Artur Ristock +5 more
TL;DR: It is demonstrated that parametric forecasts, discretized using Gaussian quadrature, can be used to drive stochastic programs whose results are stable with relatively small numbers of scenarios, and a general modeling framework is provided for which recent, related models are special cases.
Journal ArticleDOI
Mixed-Integer Rounding Enhanced Benders Decomposition for Multiclass Service-System Staffing and Scheduling with Arrival Rate Uncertainty
Merve Bodur,James Luedtke +1 more
TL;DR: A new stochastic integer programming (SIP) model that integrates staffing levels and scheduling decisions can yield lower scheduling costs by exploiting the presence of alternative server configurations that yield similar quality of service.
Journal ArticleDOI
Sensitivity of Optimal Capacity to Customer Impatience in an Unobservable M/M/S Queue (Why You Shouldn't Shout at the DMV)
TL;DR: If the system manager can prevent customers from reneging during service (by requiring advance payment or training employees to establish rapport with customers), the system's convexity properties are qualitatively different, but its comparative statics remain the same.
Posted Content
Staffing a call center with uncertain non-stationary arrival rate and flexibility
TL;DR: This work considers a multi-period staffing problem in a single-shift call center, modeled as a generalized newsboy-type model under an expected cost criterion, and develops a robust programming formulation.
Journal ArticleDOI
Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
Stefan Helber,Kirsten Henken +1 more
TL;DR: The numerical results indicate that the presented approach works best for medium-sized and large contact centers with skills-based routing of customers for which stochastic queueing models are rarely applicable.
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