基于约束人力资源配置系统的设计与实现  

Design and Implemention of Workforce Configuration System Based on Constraints

作　　者：姜珊珊[1] 孙吉贵[1] 白洪涛[1] 蒋宇志[1] 

机构地区：[1]吉林大学计算机科学与技术学院

出　　处：《吉林大学学报（信息科学版）》2007年第6期634-640,共7页Journal of Jilin University（Information Science Edition）

基　　金：国家自然科学基金资助项目(60473003);吉林省杰出青年基金资助项目(20030107)

摘　　要：由于传统的人工排班模式难以完成满足约束条件的人力资源合理配置,为此,针对国内客服中心全职话务员、班组管理和轮班与连续班规则的特点,设计并实现了基于约束的人力资源配置系统。该系统经过话务员和班组定义、规则设置、话务量预测、话务员需求计算、执行排班5个步骤,完成人力资源的动态配置。其中话务量预测采用周期模型和近邻算法相结合的方法,能够更好地区分工作日和非工作日,提高了预测精度;排班算法采用基于深度优先回溯和整数规划结合的方法,达到了话务量高度拟和以及节省人力成本的目的。Traditional manual scheduling is difficult to make a rational workforce configuration. In this paper, a workforce configuration system based on constraints is implemented. The system is designed in accordance with the characteristics of the domestic contact center full-time staff, class management and rule of shifts. There are five steps： resources definition, operational rules set up, traffic forecast, staff demand, and automated scheduling. In the traffic forecast, we present combination of Periods-model and Case-based nearest neighbor algorithm, which improves the prediction precision. A combination of depth-first backtracking and integer programming is adopted, to satisfy the constraints and to save the cost of human resource.

关 键 词：约束 周期模型 近邻算法 排班 人力资源配置 

分 类 号：TP319[自动化与计算机技术—计算机软件与理论]