Simulation and Optimization for Call Centers Management

在加拿大，呼叫中心雇佣了数十万人，涉及巨额资金。大多数中心在高度不确定（随机）的环境中运行。他们的管理是复杂的，是一个有前途的和快速增长的应用领域的运筹学。该项目的目的是开发数学模型、优化算法以及模拟和优化软件，以便更好地管理电话呼叫中心。第一个也是主要的研究方向是多技能呼叫中心，即不同类型的具有不同能力组合的座席处理不同类型的呼叫。我们将开发和实现仿真模型和工具，以及人员配置、调度和呼叫路由的优化算法。第二个方向是为混合中心以及混合多技能和混合中心开发人员配置、调度、呼叫路由和出站拨号的算法和工具。第三个方向涉及Java中的模拟工具。我们的目标是开发市场上最高效、灵活、可靠和通用的仿真工具。第四个方向是对到达过程和放弃行为进行建模，并开发改进的短期和中期呼叫量预测方法。

Call centers employ hundreds of thousands people in Canada and involve huge amounts of money. Most centers operate in highly uncertain (stochastic) environments.  Their management is complex and is a promising and rapidly growing area of application for operations research. The aim of this project is to develop mathematical models, optimization algorithms, and simulation and optimization software for better management of telephone call centers.  The first and primary research direction concerns multi-skill call centers, where different types of agents with various combinations of abilities handle different types of calls.  We will develop and implement simulation models and tools, and optimization algorithms for staffing, scheduling, and call routing. The second direction is to develop algorithms and tools for staffing, scheduling, call routing, and outbound dialling for blend centers, as well as centers mixing multiskill and blend.  The third direction concerns simulation tools in Java.  Our goal is to develop the most efficient, flexible, reliable, and general simulation tool on the market.  The fourth direction is the modeling of arrival processes and abandonment behavior and the development of improved forecasting methods for the call volumes, over short-term and medium-term horizons.