A Heuristic for Solving Agent Scheduling and Rostering of Call Centers with Weekend off Fairness
Regarding the general willingness of agents to take weekend off, weekend off fairness is an important issue when call center makes out the schedule table of agents. This paper incorporates the manpower regulation that assures weekend off of agent no less than the prescribed number of times. An integer programming model for the problem is constructed. Since the problem is intractable, a heuristic is proposed based on the analysis of the problem structure and optimization properties. The performance of heuristic is evaluated by using enterprise data. The experimental results show that the proposed algorithm can obtain good solutions of problems. Finally, the influence of the weekend off fairness on the shifting labor cost is discussed.
Keywords - Call Center, Agent Scheduling And Rostering, Weekend off Fairness, Heuristic