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Communication Dans Un Congrès Année : 2006

Tabu Search to Plan Schedules in a Multiskill Customer Contact Center

Résumé

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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Dates et versions

hal-00783884 , version 1 (06-02-2013)

Identifiants

  • HAL Id : hal-00783884 , version 1

Citer

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