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
Staffing a call center with uncertain non-stationary arrival rate and flexibility
TL;DR: In this paper, the authors considered a multi-period staffing problem in a single-shift call center, where the call arrival process is assumed to follow a doubly non-stationary stochastic process with a random mean arrival rate.
Parametric Stochastic Programming Models for Call-Center Workforce Scheduling
Noah Gans,Haipeng Shen,Yong-Pin Zhou,U. Pennsylvania,Nikolay Korolev,Alan McCord,Herbert Willi Artur Ristock +6 more
TL;DR: It is demonstrated that parametric forecasts 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.
Posted Content
Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
Stefan Helber,Kirsten Henken +1 more
TL;DR: In this article, a profit-oriented shift scheduling approach for inbound contact centers is presented, where the authors assume that customers are impatient, abandon if they have to wait, and that they may retry.
Journal ArticleDOI
Approximation and contamination bounds for probabilistic programs
Martin Branda,Jitka Dupačová +1 more
TL;DR: This paper follows the relatively simple ideas of output analysis based on the contamination technique and focuses on construction of computable global bounds for the optimal value function of stochastic programs with probabilistic constraints.
Journal ArticleDOI
Distributionally robust workforce scheduling in call centres with uncertain arrival rates
TL;DR: This paper considers uncertain arrival rates, that vary according to an intra-day seasonality and a global busyness factor, and proposes an approach combining stochastic programming and distributionally robust optimization to minimize the total salary costs under service level constraints.
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