6533b820fe1ef96bd1279c18
RESEARCH PRODUCT
Tabu Search to Plan Schedules in a Multiskill Customer Contact Center
Aziz MoukrimCorinne LucetFlorence Mendessubject
021103 operations researchJob shop schedulingOperations research[INFO.INFO-RO] Computer Science [cs]/Operations Research [cs.RO]Computer science05 social sciencesReal-time computing0211 other engineering and technologies02 engineering and technologyDynamic priority scheduling[INFO.INFO-RO]Computer Science [cs]/Operations Research [cs.RO]Fair-share schedulingTabu searchScheduling (computing)Variable (computer science)Nurse scheduling problemTwo-level scheduling0502 economics and business050207 economics[ INFO.INFO-RO ] Computer Science [cs]/Operations Research [cs.RO]description
International audience; 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.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2006-10-01 |