到达不确定呼叫中心人员配置的鲁棒优化模型

doi:10.12005/orms.2018.0140

运筹与管理 ›› 2018, Vol. 27 ›› Issue (6): 107-114.DOI: 10.12005/orms.2018.0140

到达不确定呼叫中心人员配置的鲁棒优化模型

于淼¹, 李丹丹², 宫俊²

1.沈阳建筑大学管理学院,辽宁沈阳 110168;
2.东北大学信息科学与工程学院,辽宁沈阳 110819

收稿日期:2016-09-12 出版日期:2018-06-25
作者简介:于淼(1987-),女,黑龙江呼中人,副教授,博士,主要研究方向为排队论与人力资源管理。
基金资助:
国家自然科学基金资助项目(71271052,71701137);中国博士后科学基金面上资助项目(2017M611263);沈阳建筑大学博士后基金资助项目(SJZNBSN201710)

Robust Optimization Model for Staffing Call Centers with Uncertain Arrival Rates

YU Miao¹, LI Dan-dan², GONG Jun²

1.School of Management, Shenyang Jianzhu University, Shenyang 110168, China;
2.School of Information Science & Engineering, Northeastern University, Shenyang 110819, China

Received:2016-09-12 Online:2018-06-25

摘要/Abstract

摘要： 针对呼叫中心实际运营中顾客到达不确定的特点,采用鲁棒离散优化方法,建立呼叫中心人员配置的鲁棒模型。利用对偶原理将鲁棒模型转换易于求解的线性鲁棒对等式,通过调节模型中的鲁棒参数来权衡鲁棒解的保守性与最优性之间的关系,计算模型中约束违背概率上限来表示鲁棒解的可靠性。通过现实呼叫中心数据算例,验证了模型的有效性,分析了不同鲁棒水平下各时间段服务人员配置规律,以及系统最小成本与违背概率之间的权衡关系。最后,对到达扰动系数进行了敏感性分析。

关键词: 呼叫中心, 人员配置, 到达不确定, 鲁棒离散优化, 线性鲁棒对等式

Abstract: Aimed at uncertain arrival of customers in real call centers, the robust model of staffing call centers is developed by using robust discrete optimization approach. Then this robust model is transformed into a tractable and linear robust counterpart by duality principle. The trade-off between conservation and optimality of robust solutions is controlled by adjusting robustness parameters, and this paper shows the reliability of robust solutions through calculating upper bounds on the constraint of violation probability. The effectiveness of this model is illustrated on data example taken from real call centers, the rule of staffing is analyzed under different levels of robustness, and the trade-off between system cost and violation probability is provided. Finally, sensitivity analysis is discussed on the coefficient of arrival disturbance.

Key words: call center, staffing, uncertain arrival, robust discrete optimization, linear robust counterpart

中图分类号:

N945
O226

于淼, 李丹丹, 宫俊. 到达不确定呼叫中心人员配置的鲁棒优化模型[J]. 运筹与管理, 2018, 27(6): 107-114.

YU Miao, LI Dan-dan, GONG Jun. Robust Optimization Model for Staffing Call Centers with Uncertain Arrival Rates[J]. Operations Research and Management Science, 2018, 27(6): 107-114.

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到达不确定呼叫中心人员配置的鲁棒优化模型

Robust Optimization Model for Staffing Call Centers with Uncertain Arrival Rates

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