摘要
针对多技能呼叫中心提出一种高效快速的人力需求计算模型:首先不考虑难以分析的路由策略,通过构造多面集来近似解空间,从而得到一个可快速求解的线性规划模型,然后以该解作为搜索起点,结合路由策略,运行模拟仿真进行调整,以保证最终解是可行的,最后在此基础上,通过模拟仿真进一步调优.实验验证了这种计算模型的可行性与高效性.
A fast and effective model is proposed for the problem of labor force planning for multi-skill call centers. The model takes 2 steps： first, it builds polyhedral sets to approximate the space of the solutions, without considering the routing policies, which is hard to analyze, so that the problem is reduced to a problem of linear programming. The solution to this problem is easily obtained, and it is used as the starting point for verification and optimization： simulations are run, with the configured routing policy, to verify the feasibility of the solution, and to further optimize the solution. Experiments are conducted, which show that the model is feasible and highly effective.
出处
《小型微型计算机系统》
CSCD
北大核心
2009年第2期361-366,共6页
Journal of Chinese Computer Systems
