Contact center scheduling optimization
A software suite was developed for a client of Zubenel. The objective was to solve the staffing optimization of a multiskill contact center.
An incoming traffic queue with different request types is modeled and simulated. Agents handle the traffic during the day, having arbitrary individual working hours and seniority/skillset mix. A linear optimizer proposes the most economical mix of agents and their working hours respecting the desired service level requirements, using the simulator to progressively eliminate bad solutions with randomized tests.
The solver was installed on a machine in the cloud and configured to have a REST interface suitable for the business intelligence frontend of the client.