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Diskretnyi Analiz i Issledovanie Operatsii, 2023, Volume 30, Issue 2, Pages 48–66
DOI: https://doi.org/10.33048/daio.2023.30.735 (Mi da1321) 		 
The problem of scheduling for call-centre operators

A. V. Eremeev, M. A. Sakhno

Sobolev Institute of Mathematics, Omsk Department, 13 Pevtsov Street, 644099 Omsk, Russia
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DOI: https://doi.org/10.33048/daio.2023.30.735
Abstract: 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 showed the practically acceptable accuracy of the solutions obtained by the genetic algorithm and its applicability to large-dimensional problems. Tab. 1, bibliogr. 18.
Keywords: call center, integer linear programming, genetic algorithm, computational complexity.
Funding agency Grant number
Russian Science Foundation 21-41-09017
This research is supported by the Russian Science Foundation (Project 21–41–09017).
Received: 29.04.2022
Revised: 25.01.2023
Accepted: 13.02.2023
Document Type: Article
UDC: 519.85
Language: Russian
Citation: A. V. Eremeev, M. A. Sakhno, “The problem of scheduling for call-centre operators”, Diskretn. Anal. Issled. Oper., 30:2 (2023), 48–66
Citation in format AMSBIB
\Bibitem{EreSak23}
\by A.~V.~Eremeev, M.~A.~Sakhno
\paper The problem of scheduling for~call-centre~operators
\jour Diskretn. Anal. Issled. Oper.
\yr 2023
\vol 30
\issue 2
\pages 48--66
\mathnet{http://mi.mathnet.ru/da1321}
\crossref{https://doi.org/10.33048/daio.2023.30.735}
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