A simulation based scheduling model for call centers with uncertain arrival rates

Thomas R. Robbins, Terry P. Harrison

Research output: Chapter in Book/Report/Conference proceedingConference contribution

14 Scopus citations

Abstract

In this paper we develop a two stage algorithm for scheduling call centers with strict SLAs and arrival rate uncertainty. The first cut schedule can be developed in less than a minute using a constructive heuristic. The schedule is then refined via a simulation based optimization approach. We find that when allowed to run for five minutes or less this two stage process can create a schedule with a total expected cost within a few percentage points of schedules generated using much more computationally intensive methods. This rapid scheduling process is designed to support front line managers who wish to evaluate multiple scheduling options in a what if analysis mode.

Original languageEnglish (US)
Title of host publicationProceedings of the 2008 Winter Simulation Conference, WSC 2008
Pages2884-2890
Number of pages7
DOIs
Publication statusPublished - Dec 1 2008
Event2008 Winter Simulation Conference, WSC 2008 - Miami, FL, United States
Duration: Dec 7 2008Dec 10 2008

Publication series

NameProceedings - Winter Simulation Conference
ISSN (Print)0891-7736

Other

Other2008 Winter Simulation Conference, WSC 2008
CountryUnited States
CityMiami, FL
Period12/7/0812/10/08

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All Science Journal Classification (ASJC) codes

  • Software
  • Modeling and Simulation
  • Computer Science Applications

Cite this

Robbins, T. R., & Harrison, T. P. (2008). A simulation based scheduling model for call centers with uncertain arrival rates. In Proceedings of the 2008 Winter Simulation Conference, WSC 2008 (pp. 2884-2890). [4736410] (Proceedings - Winter Simulation Conference). https://doi.org/10.1109/WSC.2008.4736410