考虑等待提示机制的呼叫中心联合排班方法  

Joint Shift Scheduling Method for Call Center with Mechanism of Delay Information

作　　者：于淼[1] 李曼茹 赵愈 Yu Miao;Li Manru;Zhao Yu(School of Management,Shenyang Jianzhu University,Shenyang 110168,China;China Mobile's Liaoning branch,Anshan 114001,China)

机构地区：[1]沈阳建筑大学管理学院,辽宁沈阳110168 [2]中国移动通信集团辽宁有限公司,辽宁鞍山114001

出　　处：《系统仿真学报》2022年第7期1651-1661,共11页Journal of System Simulation

基　　金：国家自然科学基金(71701137);辽宁省自然科学基金(2019-ZD-0296);辽宁省教育厅青年科技人才育苗项目(lnqn202029)。

摘　　要：针对带有等待提示的呼叫中心进行联合排班方法研究,针对带等待提示的呼叫排队模型,根据顾客耐心及其放弃行为的影响规律,预测顾客等待时间,从而建立呼叫中心等待提示机制;考虑非平稳到达等因素的影响,结合等待提示的评估方法,利用离散事件调度法建立呼叫中心排班模型,提出基于改进遗传算法的联合排班方法。依据某呼叫中心的实际数据,与传统的两阶段方法进行对比分析,从而验证所提出方法对于解决排班问题的优越性及显著的应用价值。A joint shift scheduling method is studied for call center with delay information.According to the queue model of call center with delay information,the influence rule of the customer’s patience and abandonment behavior is addressed,and a mechanism of delay information is proposed to estimate the waiting time of customers.Considering the influence of non-stationary arrival and other factors,the scheduling model of the call centers is established by the discrete Event-Scheduling approach.Based on the proposed evaluation method of delay information,the joint shift scheduling method by simulation optimization is designed to solve the scheduling problem with improved genetic algorithm.Based on the actual operation data of a call center,a comparative analysis with the traditional two-stage method is conducted to verify the superiority and significant application value of the proposed method for solving the scheduling problem.

关 键 词：等待提示 仿真优化 两阶段排班 联合排班 改进遗传算法 

分 类 号：N945[自然科学总论—系统科学] O224[理学—运筹学与控制论] TP391[理学—数学]