Staffing and scheduling flexible call centers by two-stage robust optimization (Rapporti tecnici/preprint/working paper)

Type
Label
  • Staffing and scheduling flexible call centers by two-stage robust optimization (Rapporti tecnici/preprint/working paper) (literal)
Anno
  • 2015-01-01T00:00:00+01:00 (literal)
Alternative label
  • S. Mattia, F. Rossi, M. Servilio, S. Smriglio (2015)
    Staffing and scheduling flexible call centers by two-stage robust optimization
    (literal)
Http://www.cnr.it/ontology/cnr/pubblicazioni.owl#autori
  • S. Mattia, F. Rossi, M. Servilio, S. Smriglio (literal)
Http://www.cnr.it/ontology/cnr/pubblicazioni.owl#altreInformazioni
  • IASI-CNR R. 15-02 (literal)
Http://www.cnr.it/ontology/cnr/pubblicazioni.owl#affiliazioni
  • S. Mattia, Istituto di Analisi dei Sistemi ed Informatica, Consiglio Nazionale delle Ricerche. F. Rossi e S. Smriglio, Dipartimento di Ingegneria e Scienze dell'Informazione e Matematica, Università di L'Aquila. M. Servilio, Dipartimento di Elettronica, Informazione e Bioingegneria, Politecnico di Milano. (literal)
Titolo
  • Staffing and scheduling flexible call centers by two-stage robust optimization (literal)
Abstract
  • We study the shift scheduling problem in a multi-shift, flexible call center where moving agents between front end and back office is allowed to follow the actual demand. Differently from previous approaches, the staffing levels, required to provide a service with desired quality, are considered uncertain. This perspective naturally leads to a two-stage robust integer program with right-hand-side uncertainty (R-IP-RSHU). Three different uncertainty sets are investigated, also including correlations between consecutive time slots. In contrast to the general R-LP-RSHU problem, we show that the associated LP relaxation is polynomially solvable. A branch-and-cut algorithm based on a Benders type reformulation is also devised to solve the integer problem and tested on real-world data from a large Italian call center. The algorithm turns out to be effective and suitable to support relevant managers decisions. In fact, a high level of protection is achieved with a limited additional cost. (literal)
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