Tabu Search to Plan Schedules in a Multiskill Customer Contact Center

Abstract : We have studied a realistic case of scheduling problem in a customer contact center, dealing with multiskill agents. Our model combines the last two steps of the standard approach by determining shifts and by assigning them to agents at the same time (scheduling and rostering). Moreover, we have considered realistic vacations, according to legal constraints and preferences of agents. We have envisioned entire weeks of work, with variable meal times and meal durations, without overtime. In this paper, we define the problem and describe a Tabu search based solution.
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Communication dans un congrès
ICSSSM'06, Oct 2006, France. 2, pp.1126-1131, 2006
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Contributeur : Florence Mendes <>
Soumis le : mercredi 6 février 2013 - 08:41:41
Dernière modification le : mercredi 6 février 2013 - 09:27:20
Document(s) archivé(s) le : mardi 7 mai 2013 - 02:50:07

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mendes221.pdf
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  • HAL Id : hal-00783884, version 1

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Florence Mendes, C. Lucet, Aziz Moukrim. Tabu Search to Plan Schedules in a Multiskill Customer Contact Center. ICSSSM'06, Oct 2006, France. 2, pp.1126-1131, 2006. <hal-00783884>

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