Scheduling Problem for Call Center Operators

The paper is devoted to solving the problem of scheduling the work of the call center staff. A model of integer linear programming is formulated, the problem is shown to be NP-hard, and a genetic algorithm is proposed that takes into account the specifics of the problem. An experimental comparison o...

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Bibliographic Details
Published in:Journal of applied and industrial mathematics 2023-06, Vol.17 (2), p.296-306
Main Authors: Eremeev, A. V., Sakhno, M. A.
Format: Article
Language:English
Subjects:
Call centers
Genetic algorithms
Integer programming
Linear programming
Mathematics
Mathematics and Statistics
Scheduling
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Summary:The paper is devoted to solving the problem of scheduling the work of the call center staff. A model of integer linear programming is formulated, the problem is shown to be NP-hard, and a genetic algorithm is proposed that takes into account the specifics of the problem. An experimental comparison of optimal solutions obtained using the CPLEX package with solutions found by the genetic algorithm is carried out. The computational experiment has shown the practically acceptable accuracy of the solutions obtained by the genetic algorithm and its applicability to large-dimensional problems.
ISSN:1990-4789
1990-4797
DOI:10.1134/S1990478923020084