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G-2016-60

Two-stage chance-constrained staffing with agent recourse for multi-skill call centers

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BibTeX reference

We consider a stochastic staffing problem with uncertain arrival rates. The objective is to minimize the total cost of agents under some chance constraints, defined over the randomness of the service level in a given time period. In the first stage, an initial staffing must be determined in advance based on imperfect forecast of the arrival rates. At a later time, when the forecast becomes more accurate, this staffing can be corrected with recourse actions, by adding or removing agents at the price of some penalty costs. We present a method that combines simulation, mixed integer programming, and cut generation to solve this problem.

, 15 pages

Publication

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2016 Winter Simulation Conference (WSC), IEEE Press, Washington, DC, USA, 3189–3200, 2016 BibTeX reference