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Solving Call Center Agent Scheduling Problem through Improved Adaptive Genetic Algorithm

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2 Author(s)
Yue Ma ; Sch. of Econ. & Manage., Beijing Univ. of Aeronaut. & Astronaut., Beijing, China ; Lieli Liu

With the emergence of call center and its wide applications in enterprises, the schedule of agents becomes a core problem for reasonably deploying the human resources in call center and improving the productive force of the call center. This study uses improved adaptive genetic algorithm (IAGA) to solve scheduling problem for a 24-hours call center. This paper builds a mathematical model to describe the constraints of the agent scheduling problem with the object for minimizing the gap between demand forecast and actual work volume in each time period. in order to solve the defects of existing search algorithm, this paper uses IAGA to get the optimal solution of the optimization problem. Satisfactorily, the simulation results have turned out that the method possesses a better solving effect in faster test speed.

Published in:

Computational Intelligence and Design (ISCID), 2012 Fifth International Symposium on  (Volume:2 )

Date of Conference:

28-29 Oct. 2012