A joint chance-constrained programming approach for call center workforce scheduling under uncertain call arrival forecasts.
Mathilde ExcoffierCéline GicquelOualid JouiniPublished in: Comput. Ind. Eng. (2016)
Keyphrases
- call center
- arrival rate
- chance constrained programming
- service times
- queue length
- asymptotically optimal
- service level
- chance constrained
- steady state
- scheduling problem
- multiple objective linear programming
- waste management
- heavy traffic
- service quality
- information technology
- decision making
- state dependent
- human resources
- customer service
- stochastic programming
- holding cost
- queueing networks
- real time
- parallel machines
- fuzzy logic
- response time
- search space
- information systems