Practical scheduling for call center operations

A practical spreadsheet-based scheduling method is developed to determine the optimal allocation of service agents to candidate tour types and start times in an inbound call center. A stationary Markovian queueing model with customer abandonment is employed to determine required staffing levels for...

Full description

Saved in:

Bibliographic Details
Published in:	Omega (Oxford) Vol. 39; no. 5; pp. 550 - 557
Main Author:	Dietz, Dennis C.
Format:	Journal Article
Language:	English
Published:	Kidlington Elsevier Ltd 01.10.2011 Elsevier Pergamon Press Inc
Series:	Omega
Subjects:	Applied sciences Call centers Callcenter Exact sciences and technology Firm modelling Markov analysis Mathematical programming Operational research and scientific management Operational research. Management science Operations management Operations Research Quadratic programming Queueing Queueing Quadratic programming Scheduling Operations management Queuing theory Queuing theory. Traffic theory Reliability theory. Replacement problems Resource allocation Scheduling Scheduling-Verfahren Studies Warteschlangentheorie Workforce planning United States > US Queueing Operations management Scheduling Quadratic programming Availability Volatility Clientele Rounding error Staff management Markov model Modeling Stationary condition Production management Spreadsheet Response time Optimal allocation Time interval Call centres Queue Tour
ISSN:	0305-0483, 1873-5274
Online Access:	Get full text
Tags:	Add Tag No Tags, Be the first to tag this record!

Abstract	A practical spreadsheet-based scheduling method is developed to determine the optimal allocation of service agents to candidate tour types and start times in an inbound call center. A stationary Markovian queueing model with customer abandonment is employed to determine required staffing levels for a sequence of time intervals with varying call volumes, handling times, and relative agent availabilities. These staffing requirements populate a quadratic programming model for determining the distribution of agent tours that will maximize the fraction of offered calls beginning service within a target response time, subject to side constraints on tour type quantities. The optimal distribution is scaled to reflect the total number of scheduled agents, and a near-optimal integer solution is derived using rounding thresholds found by successive one-dimensional searches. This novel approach has been successfully implemented in large service centers at Qwest Communications and could easily be adapted to other operational environments.
AbstractList	A practical spreadsheet-based scheduling method is developed to determine the optimal allocation of service agents to candidate tour types and start times in an inbound call center. A stationary Markovian queueing model with customer abandonment is employed to determine required staffing levels for a sequence of time intervals with varying call volumes, handling times, and relative agent availabilities. These staffing requirements populate a quadratic programming model for determining the distribution of agent tours that will maximize the fraction of offered calls beginning service within a target response time, subject to side constraints on tour type quantities. The optimal distribution is scaled to reflect the total number of scheduled agents, and a near-optimal integer solution is derived using rounding thresholds found by successive one-dimensional searches. This novel approach has been successfully implemented in large service centers at Qwest Communications and could easily be adapted to other operational environments. A practical spreadsheet-based scheduling method is developed to determine the optimal allocation of service agents to candidate tour types and start times in an inbound call center. A stationary Markovian queueing model with customer abandonment is employed to determine required staffing levels for a sequence of time intervals with varying call volumes, handling times, and relative agent availabilities. These staffing requirements populate a quadratic programming model for determining the distribution of agent tours that will maximize the fraction of offered calls beginning service within a target response time, subject to side constraints on tour type quantities. The optimal distribution is scaled to reflect the total number of scheduled agents, and a near-optimal integer solution is derived using rounding thresholds found by successive one-dimensional searches. This novel approach has been successfully implemented in large service centers at Qwest Communications and could easily be adapted to other operational environments. [PUBLICATION ABSTRACT]
Author	Dietz, Dennis C.
Author_xml	– sequence: 1 givenname: Dennis C. surname: Dietz fullname: Dietz, Dennis C. email: dennis.dietz@qwest.com organization: Qwest Communications International Inc., 1855 South Flatiron Court, Boulder, CO 80301, USA
BackLink	http://www.econis.eu/PPNSET?PPN=653652712$$DView this record in ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften http://pascal-francis.inist.fr/vibad/index.php?action=getRecordDetail&idt=23861518$$DView record in Pascal Francis http://econpapers.repec.org/article/eeejomega/v_3a39_3ay_3a2011_3ai_3a5_3ap_3a550-557.htm$$DView record in RePEc
BookMark	eNp9UU1v1DAQtVCR2BZ-AQciJI7Zju1M4j1wQFX5qCqVA5wt1ztpHWXjYHsr9d8z2ywIcehhPNL4zZuZ907FyRQnEuKthLUE2Z4P67ijO7dWcKioNYB8IVbSdLpG1TUnYgUasIbG6FfiNOcBGGFAr8T59-R8Cd6NVfb3tN2PYbqr-pgqLo2Vp6lQquJMyZUQp_xavOzdmOnNMZ-Jn58vf1x8ra9vvny7-HRde2xMqXvlUBsnUd561Usg5SQgAapm4xuHRmp52_BHi9Riqzt0CN0GO-lxi-T1mXi_8M4p_tpTLnaI-zTxSGvQGL4TgEFXCyjRTN7OKexcerRENDzpYR-sdnrDzyMHiyM5BQ7kmA8ZwSJ29r7smOzDcaLLfHuf3ORD_kuqtGn5HMO4dwuOfJz-AbSoWxZbKkZsFoRPMedEvfWhPMlXkgujlWAPrtnBLlseXLNSWfaEe_V_vX_4n-_6eNyJLXkIlGz2gSZP25DIF7uN4dn-3wv0r24
CODEN	OMEGA6
CitedBy_id	crossref_primary_10_1016_j_cie_2022_108312 crossref_primary_10_12677_SSEM_2021_106022 crossref_primary_10_1016_j_ejor_2012_11_029 crossref_primary_10_1080_23270012_2024_2448327 crossref_primary_10_1016_j_peva_2014_07_025 crossref_primary_10_1111_deci_12236 crossref_primary_10_1016_j_ejor_2016_02_046 crossref_primary_10_1016_j_ejor_2021_03_036 crossref_primary_10_1016_j_omega_2015_04_002 crossref_primary_10_1016_j_omega_2015_10_013 crossref_primary_10_1016_j_ejor_2021_12_037 crossref_primary_10_1155_2018_7870849 crossref_primary_10_1287_inte_2018_0959 crossref_primary_10_1016_j_omega_2016_03_001 crossref_primary_10_1016_j_compag_2022_106701 crossref_primary_10_1287_opre_2016_1499 crossref_primary_10_1007_s10696_024_09570_w crossref_primary_10_1016_j_ejor_2018_12_028 crossref_primary_10_4236_jmf_2019_93016 crossref_primary_10_1287_ijoc_2021_1090 crossref_primary_10_1016_j_omega_2018_10_009 crossref_primary_10_4028_www_scientific_net_AMM_411_414_875 crossref_primary_10_1287_serv_2022_0045 crossref_primary_10_1016_j_omega_2012_05_001 crossref_primary_10_1016_j_asoc_2021_107542
Cites_doi	10.1287/mnsc.20.4.708 10.1287/mnsc.1070.0821 10.1016/S0377-2217(01)00169-2 10.1287/inte.19.6.1 10.1287/mnsc.41.4.595 10.1287/mnsc.22.12.1372 10.1198/016214504000001808 10.1080/07408170802322986 10.1287/opre.51.2.255.12787 10.1111/j.1937-5956.2007.tb00164.x 10.1016/0305-0483(81)90051-7 10.1287/inte.24.1.6 10.1155/S1173912602000032 10.1287/opre.49.4.549.11228 10.1080/07408170304398 10.1287/msom.5.2.79.16071 10.1002/nav.20243 10.1057/jors.1969.25 10.1287/opre.22.4.808 10.1287/msom.4.3.208.7753 10.1111/j.1540-5915.1976.tb00706.x 10.1007/978-3-540-29860-1_2 10.1287/opre.32.2.229 10.1155/JAMDS/2006/53928 10.1287/opre.35.4.504
ContentType	Journal Article
Copyright	2010 Elsevier Ltd 2015 INIST-CNRS Copyright Pergamon Press Inc. Oct 2011
Copyright_xml	– notice: 2010 Elsevier Ltd – notice: 2015 INIST-CNRS – notice: Copyright Pergamon Press Inc. Oct 2011
DBID	AAYXX CITATION OQ6 IQODW DKI X2L K9.
DOI	10.1016/j.omega.2010.12.001
DatabaseName	CrossRef ECONIS Pascal-Francis RePEc IDEAS RePEc ProQuest Health & Medical Complete (Alumni)
DatabaseTitle	CrossRef ProQuest Health & Medical Complete (Alumni)
DatabaseTitleList	ProQuest Health & Medical Complete (Alumni)
DeliveryMethod	fulltext_linktorsrc
Discipline	Business Applied Sciences
EISSN	1873-5274
EndPage	557
ExternalDocumentID	2303886821 eeejomega_v_3a39_3ay_3a2011_3ai_3a5_3ap_3a550_557_htm 23861518 653652712 10_1016_j_omega_2010_12_001 S0305048310001556
Genre	Feature
GeographicLocations	United States--US
GeographicLocations_xml	– name: United States--US
GroupedDBID	--K --M -~X .~1 0R~ 13V 1B1 1OL 1RT 1~. 1~5 29N 4.4 457 4G. 5VS 7-5 71M 8P~ 96U 9JO AAAKF AAAKG AABNK AACTN AAEDT AAEDW AAIAV AAIKJ AAKOC AALRI AAOAW AAQFI AAQXK AARIN AAXUO ABJNI ABKBG ABMAC ABMVD ABUCO ABXDB ABYKQ ACBMB ACDAQ ACGFS ACHQT ACHRH ACNCT ACNTT ACRLP ADBBV ADEZE ADIYS ADMUD AEBSH AEKER AENEX AFACB AFAZI AFFNX AFKWA AFTJW AGHFR AGJBL AGQRV AGUBO AGUMN AGYEJ AHEHV AHHHB AHMBA AIEXJ AIKHN AITUG AJBFU AJOXV ALEQD ALMA_UNASSIGNED_HOLDINGS AMFUW AMRAJ APLSM ASPBG AVWKF AXJTR AZFZN BAAKF BDEBP BKOJK BKOMP BLXMC BNSAS CS3 DU5 EBS EFJIC EFLBG EJD EO8 EO9 EP2 EP3 F5P FDB FEDTE FGOYB FIRID FNPLU FYGXN G-Q G8K GBLVA HAMUX HVGLF HZ~ IAO IEA IGG IHE IHR IOF IPO ITC J1W KOM LPU LXL LY1 M41 MO0 MS~ N95 O-L O9- OAUVE OHT OZT P-8 P-9 PC. PQQKQ Q38 R2- RIG ROL RPZ SDF SDG SDP SDS SES SEW SPCBC SSB SSD SSL SSZ T5K TAE TAF TN5 U5U VQA WUQ XI7 XPP XSW XYO YNT ZRQ ~G- 9DU AATTM AAXKI AAYWO AAYXX ABDPE ABWVN ACLOT ACRPL ACVFH ADCNI ADMHG ADNMO ADVLN AEIPS AEUPX AFJKZ AFPUW AGQPQ AIGII AIIUN AKBMS AKRWK AKYEP ANKPU APXCP CITATION EFKBS IPC ~HD OQ6 AFXIZ AGCQF AGRNS BNPGV IQODW SSH 08R 0R 1 8P AAPBV ABFLS ADALY DKI G- HZ IPNFZ K LOTEE LXI M MS NADUK PQEST QVA STF X X2L K9.
ID	FETCH-LOGICAL-c548t-f2a538a151bc2f10e2a105e05249c4a58131b4f1065e656375a5079571c5d5ec3
ISICitedReferencesCount	31
ISICitedReferencesURI	http://www.webofscience.com/api/gateway?GWVersion=2&SrcApp=Summon&SrcAuth=ProQuest&DestLinkType=CitingArticles&DestApp=WOS_CPL&KeyUT=000287906700010&url=https%3A%2F%2Fcvtisr.summon.serialssolutions.com%2F%23%21%2Fsearch%3Fho%3Df%26include.ft.matches%3Dt%26l%3Dnull%26q%3D
ISSN	0305-0483
IngestDate	Tue Oct 07 05:27:40 EDT 2025 Wed Aug 18 03:51:22 EDT 2021 Mon Jul 21 09:14:16 EDT 2025 Mon Sep 22 08:25:54 EDT 2025 Tue Nov 18 22:12:50 EST 2025 Sat Nov 29 04:12:48 EST 2025 Fri Feb 23 02:30:27 EST 2024
IsPeerReviewed	true
IsScholarly	true
Issue	5
Keywords	Queueing Operations management Scheduling Quadratic programming Availability Volatility Clientele Rounding error Staff management Markov model Modeling Stationary condition Production management Spreadsheet Response time Optimal allocation Time interval Call centres Queue Tour
Language	English
License	https://www.elsevier.com/tdm/userlicense/1.0 CC BY 4.0
LinkModel	OpenURL
MergedId	FETCHMERGED-LOGICAL-c548t-f2a538a151bc2f10e2a105e05249c4a58131b4f1065e656375a5079571c5d5ec3
Notes	SourceType-Scholarly Journals-1 ObjectType-Feature-1 content type line 14
PQID	858801000
PQPubID	46729
PageCount	8
ParticipantIDs	proquest_journals_858801000 repec_primary_eeejomega_v_3a39_3ay_3a2011_3ai_3a5_3ap_3a550_557_htm pascalfrancis_primary_23861518 econis_primary_653652712 crossref_citationtrail_10_1016_j_omega_2010_12_001 crossref_primary_10_1016_j_omega_2010_12_001 elsevier_sciencedirect_doi_10_1016_j_omega_2010_12_001
PublicationCentury	2000
PublicationDate	2011-10-01
PublicationDateYYYYMMDD	2011-10-01
PublicationDate_xml	– month: 10 year: 2011 text: 2011-10-01 day: 01
PublicationDecade	2010
PublicationPlace	Kidlington
PublicationPlace_xml	– name: Kidlington – name: Oxford
PublicationSeriesTitle	Omega
PublicationTitle	Omega (Oxford)
PublicationYear	2011
Publisher	Elsevier Ltd Elsevier Pergamon Press Inc
Publisher_xml	– name: Elsevier Ltd – name: Elsevier – name: Pergamon Press Inc
References	Church (bib8) 1973; 20 Thompson (bib10) 1995; 41 Green, Kolesar, Whitt (bib18) 2007; 16 Mandelbaum A. Zeltyn S. Service engineering in action: the Palm/Erlang-A queue, with applications to call centers. In: Spath D., Fahnrich K, editors, Advances in services innovations. Berlin: Springer; 2007. p. 17–45. Muhlemann (bib12) 1981; 9 Gans, Koole, Mandelbaum (bib2) 2003; 5 Harris, Hoffman, Saunders (bib6) 1987; 35 Avramidis, Chan, L’Ecuyer (bib30) 2009; 41 Palm (bib22) 1937; 5 Riordan (bib23) 1962 Gans, Zhou (bib13) 2003; 51 Koole, van der Sluis (bib31) 2003; 35 Mandelbaum A. Quality and efficiency driven queues (with a focus on call/contact centers). Euro Working Group on Stochastic Modeling, Koc University; June 23–25 2008. Linder (bib5) 1976; 20 Green, Kolesar, Soares (bib17) 2001; 49 Garnett, Mandelbaum, Reiman (bib24) 2002; 4 Whitt (bib27) 2007; 54 Andrews, Parsons, Bean (bib4) 1989; 19 Segal (bib9) 1974; 22 Dietz, Vaver (bib20) 2006 Ingolfsson, Haque, Umnikov (bib14) 2002; 139 Smith (bib29) 2002; 6 Brown, Gans, Mandelbaum, Sakov, Shen, Zeltyn (bib21) 2005; 100 Cooper (bib19) 1981 Sze (bib11) 1984; 32 Henderson, Berry (bib15) 1976; 22 Buffa, Cosgrove, Luce (bib7) 1976; 7 Stolletz (bib25) 2003 Feldman, Mandelbaum, Massey, Whitt (bib26) 2008; 54 Mandelbaum A. Call centers (centres): research bibliography with abstracts, Version 7 Brigandi, Dargon, Sheehan, Spencer (bib16) 1994; 24 2006. Ingolfsson (10.1016/j.omega.2010.12.001_bib14) 2002; 139 Gans (10.1016/j.omega.2010.12.001_bib13) 2003; 51 Brigandi (10.1016/j.omega.2010.12.001_bib16) 1994; 24 Riordan (10.1016/j.omega.2010.12.001_bib23) 1962 Gans (10.1016/j.omega.2010.12.001_bib2) 2003; 5 Stolletz (10.1016/j.omega.2010.12.001_bib25) 2003 Cooper (10.1016/j.omega.2010.12.001_bib19) 1981 Segal (10.1016/j.omega.2010.12.001_bib9) 1974; 22 Koole (10.1016/j.omega.2010.12.001_bib31) 2003; 35 Green (10.1016/j.omega.2010.12.001_bib17) 2001; 49 Thompson (10.1016/j.omega.2010.12.001_bib10) 1995; 41 Church (10.1016/j.omega.2010.12.001_bib8) 1973; 20 Buffa (10.1016/j.omega.2010.12.001_bib7) 1976; 7 Linder (10.1016/j.omega.2010.12.001_bib5) 1976; 20 Feldman (10.1016/j.omega.2010.12.001_bib26) 2008; 54 Harris (10.1016/j.omega.2010.12.001_bib6) 1987; 35 Palm (10.1016/j.omega.2010.12.001_bib22) 1937; 5 Andrews (10.1016/j.omega.2010.12.001_bib4) 1989; 19 Henderson (10.1016/j.omega.2010.12.001_bib15) 1976; 22 Brown (10.1016/j.omega.2010.12.001_bib21) 2005; 100 10.1016/j.omega.2010.12.001_bib28 10.1016/j.omega.2010.12.001_bib3 Garnett (10.1016/j.omega.2010.12.001_bib24) 2002; 4 Sze (10.1016/j.omega.2010.12.001_bib11) 1984; 32 10.1016/j.omega.2010.12.001_bib1 Whitt (10.1016/j.omega.2010.12.001_bib27) 2007; 54 Dietz (10.1016/j.omega.2010.12.001_bib20) 2006 Avramidis (10.1016/j.omega.2010.12.001_bib30) 2009; 41 Smith (10.1016/j.omega.2010.12.001_bib29) 2002; 6 Green (10.1016/j.omega.2010.12.001_bib18) 2007; 16 Muhlemann (10.1016/j.omega.2010.12.001_bib12) 1981; 9
References_xml	– volume: 49 start-page: 549 year: 2001 end-page: 564 ident: bib17 article-title: Improving the SIPP approach for staffing service systems that have cyclic demands publication-title: Operations Research – volume: 6 start-page: 43 year: 2002 end-page: 50 ident: bib29 article-title: Calculation of steady-state probabilities of M/M queues: further approaches publication-title: Journal of Applied Mathematics and Decision Sciences – volume: 100 start-page: 36 year: 2005 end-page: 50 ident: bib21 article-title: Statistical analysis of a telephone call center: a queueing science perspective publication-title: Journal of the American Statistical Association – volume: 54 start-page: 476 year: 2007 end-page: 484 ident: bib27 article-title: What you should know about queueing models to set staffing requirements in service systems publication-title: Naval Research Logistics – volume: 16 start-page: 13 year: 2007 end-page: 39 ident: bib18 article-title: Coping With time-varying demand when setting staffing requirements for a service system publication-title: Production and Operations Management – volume: 7 start-page: 620 year: 1976 end-page: 630 ident: bib7 article-title: An integrated work shift scheduling system publication-title: Decision Sciences – volume: 5 start-page: 37 year: 1937 end-page: 56 ident: bib22 article-title: Etude Des Delais D’Attente publication-title: Ericsson Technics – volume: 41 start-page: 483 year: 2009 end-page: 497 ident: bib30 article-title: Staffing multi-skill call centers via search methods and a performance approximation publication-title: IIE Transactions – reference: Mandelbaum A. Call centers (centres): research bibliography with abstracts, Version 7, – volume: 54 start-page: 324 year: 2008 end-page: 338 ident: bib26 article-title: Staffing of time-varying queues to achieve time-stable performance publication-title: Management Science – reference: ; 2006. – volume: 51 start-page: 255 year: 2003 end-page: 271 ident: bib13 article-title: A call routing problem with service-level constraints publication-title: Operations Research – year: 1962 ident: bib23 article-title: Stochastic service systems – reference: Mandelbaum A. Quality and efficiency driven queues (with a focus on call/contact centers). Euro Working Group on Stochastic Modeling, Koc University; June 23–25 2008. – year: 2003 ident: bib25 article-title: Performance analysis and optimization of inbound call centers – volume: 5 start-page: 79 year: 2003 end-page: 141 ident: bib2 article-title: Telephone call centers: tutorial, review, and research prospects publication-title: Manufacturing and Service Operations Management – start-page: 1 year: 2006 end-page: 13 ident: bib20 article-title: Synergistic modeling of call center operations publication-title: Journal of Applied Mathematics and Decision Sciences – volume: 41 start-page: 595 year: 1995 end-page: 607 ident: bib10 article-title: Improved implicit optimal modeling of the labor shift scheduling problem publication-title: Management Science – year: 1981 ident: bib19 article-title: Introduction to queueing theory – volume: 19 start-page: 1 year: 1989 end-page: 9 ident: bib4 article-title: Chooses a telephone agent scheduling system publication-title: Interfaces – volume: 22 start-page: 808 year: 1974 end-page: 823 ident: bib9 article-title: The operator-scheduling problem: a network-flow approach publication-title: Operations Research – volume: 20 start-page: 3 year: 1976 end-page: 21 ident: bib5 article-title: The development of manpower and facilities planning methods for airline telephone reservation offices publication-title: Operational Research Quarterly – volume: 24 start-page: 6 year: 1994 end-page: 28 ident: bib16 article-title: AT&T's call processing simulator (CAPS) operational design for inbound call centers publication-title: Interfaces – volume: 32 start-page: 229 year: 1984 end-page: 249 ident: bib11 article-title: A queueing model for telephone operator scheduling publication-title: Operations Research – volume: 22 start-page: 1372 year: 1976 end-page: 1380 ident: bib15 article-title: Heuristic methods for telephone operator shift scheduling publication-title: Management Science – volume: 35 start-page: 1049 year: 2003 end-page: 1055 ident: bib31 article-title: Optimal shift scheduling with a global service level constraint publication-title: IIE Transactions – volume: 9 start-page: 633 year: 1981 end-page: 637 ident: bib12 article-title: A simulation study of the operations of a telephone bureau publication-title: Omega – volume: 35 start-page: 504 year: 1987 end-page: 523 ident: bib6 article-title: Modeling the IRS telephone taxpayer information system publication-title: Operations Research – reference: Mandelbaum A. Zeltyn S. Service engineering in action: the Palm/Erlang-A queue, with applications to call centers. In: Spath D., Fahnrich K, editors, Advances in services innovations. Berlin: Springer; 2007. p. 17–45. – volume: 20 start-page: 708 year: 1973 end-page: 720 ident: bib8 article-title: Sure Staf: a computerized staff scheduling system for telephone business offices publication-title: Management Science – volume: 4 start-page: 208 year: 2002 end-page: 227 ident: bib24 article-title: Designing a call center with impatient customers publication-title: Manufacturing and Service Operations Management – volume: 139 start-page: 585 year: 2002 end-page: 597 ident: bib14 article-title: Accounting for time-varying queueing effects in workforce scheduling publication-title: European Journal of Operational Research – ident: 10.1016/j.omega.2010.12.001_bib1 – volume: 20 start-page: 708 issue: 4 year: 1973 ident: 10.1016/j.omega.2010.12.001_bib8 article-title: Sure Staf: a computerized staff scheduling system for telephone business offices publication-title: Management Science doi: 10.1287/mnsc.20.4.708 – volume: 54 start-page: 324 issue: 2 year: 2008 ident: 10.1016/j.omega.2010.12.001_bib26 article-title: Staffing of time-varying queues to achieve time-stable performance publication-title: Management Science doi: 10.1287/mnsc.1070.0821 – volume: 139 start-page: 585 issue: 3 year: 2002 ident: 10.1016/j.omega.2010.12.001_bib14 article-title: Accounting for time-varying queueing effects in workforce scheduling publication-title: European Journal of Operational Research doi: 10.1016/S0377-2217(01)00169-2 – volume: 19 start-page: 1 issue: 6 year: 1989 ident: 10.1016/j.omega.2010.12.001_bib4 article-title: Chooses a telephone agent scheduling system publication-title: Interfaces doi: 10.1287/inte.19.6.1 – volume: 41 start-page: 595 issue: 4 year: 1995 ident: 10.1016/j.omega.2010.12.001_bib10 article-title: Improved implicit optimal modeling of the labor shift scheduling problem publication-title: Management Science doi: 10.1287/mnsc.41.4.595 – volume: 22 start-page: 1372 issue: 12 year: 1976 ident: 10.1016/j.omega.2010.12.001_bib15 article-title: Heuristic methods for telephone operator shift scheduling publication-title: Management Science doi: 10.1287/mnsc.22.12.1372 – volume: 100 start-page: 36 issue: 469 year: 2005 ident: 10.1016/j.omega.2010.12.001_bib21 article-title: Statistical analysis of a telephone call center: a queueing science perspective publication-title: Journal of the American Statistical Association doi: 10.1198/016214504000001808 – volume: 41 start-page: 483 issue: 6 year: 2009 ident: 10.1016/j.omega.2010.12.001_bib30 article-title: Staffing multi-skill call centers via search methods and a performance approximation publication-title: IIE Transactions doi: 10.1080/07408170802322986 – volume: 51 start-page: 255 issue: 2 year: 2003 ident: 10.1016/j.omega.2010.12.001_bib13 article-title: A call routing problem with service-level constraints publication-title: Operations Research doi: 10.1287/opre.51.2.255.12787 – volume: 16 start-page: 13 issue: 1 year: 2007 ident: 10.1016/j.omega.2010.12.001_bib18 article-title: Coping With time-varying demand when setting staffing requirements for a service system publication-title: Production and Operations Management doi: 10.1111/j.1937-5956.2007.tb00164.x – volume: 9 start-page: 633 issue: 6 year: 1981 ident: 10.1016/j.omega.2010.12.001_bib12 article-title: A simulation study of the operations of a telephone bureau publication-title: Omega doi: 10.1016/0305-0483(81)90051-7 – year: 1981 ident: 10.1016/j.omega.2010.12.001_bib19 – volume: 24 start-page: 6 issue: 1 year: 1994 ident: 10.1016/j.omega.2010.12.001_bib16 article-title: AT&T's call processing simulator (CAPS) operational design for inbound call centers publication-title: Interfaces doi: 10.1287/inte.24.1.6 – volume: 6 start-page: 43 issue: 1 year: 2002 ident: 10.1016/j.omega.2010.12.001_bib29 article-title: Calculation of steady-state probabilities of M/M queues: further approaches publication-title: Journal of Applied Mathematics and Decision Sciences doi: 10.1155/S1173912602000032 – volume: 49 start-page: 549 issue: 4 year: 2001 ident: 10.1016/j.omega.2010.12.001_bib17 article-title: Improving the SIPP approach for staffing service systems that have cyclic demands publication-title: Operations Research doi: 10.1287/opre.49.4.549.11228 – volume: 35 start-page: 1049 issue: 11 year: 2003 ident: 10.1016/j.omega.2010.12.001_bib31 article-title: Optimal shift scheduling with a global service level constraint publication-title: IIE Transactions doi: 10.1080/07408170304398 – volume: 5 start-page: 79 issue: 1 year: 2003 ident: 10.1016/j.omega.2010.12.001_bib2 article-title: Telephone call centers: tutorial, review, and research prospects publication-title: Manufacturing and Service Operations Management doi: 10.1287/msom.5.2.79.16071 – volume: 54 start-page: 476 issue: 5 year: 2007 ident: 10.1016/j.omega.2010.12.001_bib27 article-title: What you should know about queueing models to set staffing requirements in service systems publication-title: Naval Research Logistics doi: 10.1002/nav.20243 – year: 2003 ident: 10.1016/j.omega.2010.12.001_bib25 – volume: 20 start-page: 3 issue: 1 year: 1976 ident: 10.1016/j.omega.2010.12.001_bib5 article-title: The development of manpower and facilities planning methods for airline telephone reservation offices publication-title: Operational Research Quarterly doi: 10.1057/jors.1969.25 – volume: 22 start-page: 808 issue: 4 year: 1974 ident: 10.1016/j.omega.2010.12.001_bib9 article-title: The operator-scheduling problem: a network-flow approach publication-title: Operations Research doi: 10.1287/opre.22.4.808 – volume: 4 start-page: 208 issue: 3 year: 2002 ident: 10.1016/j.omega.2010.12.001_bib24 article-title: Designing a call center with impatient customers publication-title: Manufacturing and Service Operations Management doi: 10.1287/msom.4.3.208.7753 – volume: 5 start-page: 37 issue: 1 year: 1937 ident: 10.1016/j.omega.2010.12.001_bib22 article-title: Etude Des Delais D’Attente publication-title: Ericsson Technics – volume: 7 start-page: 620 issue: 4 year: 1976 ident: 10.1016/j.omega.2010.12.001_bib7 article-title: An integrated work shift scheduling system publication-title: Decision Sciences doi: 10.1111/j.1540-5915.1976.tb00706.x – ident: 10.1016/j.omega.2010.12.001_bib28 doi: 10.1007/978-3-540-29860-1_2 – volume: 32 start-page: 229 issue: 2 year: 1984 ident: 10.1016/j.omega.2010.12.001_bib11 article-title: A queueing model for telephone operator scheduling publication-title: Operations Research doi: 10.1287/opre.32.2.229 – start-page: 1 year: 2006 ident: 10.1016/j.omega.2010.12.001_bib20 article-title: Synergistic modeling of call center operations publication-title: Journal of Applied Mathematics and Decision Sciences doi: 10.1155/JAMDS/2006/53928 – ident: 10.1016/j.omega.2010.12.001_bib3 – year: 1962 ident: 10.1016/j.omega.2010.12.001_bib23 – volume: 35 start-page: 504 issue: 4 year: 1987 ident: 10.1016/j.omega.2010.12.001_bib6 article-title: Modeling the IRS telephone taxpayer information system publication-title: Operations Research doi: 10.1287/opre.35.4.504
SSID	ssj0001803
Score	2.1666539
Snippet	A practical spreadsheet-based scheduling method is developed to determine the optimal allocation of service agents to candidate tour types and start times in...
SourceID	proquest repec pascalfrancis econis crossref elsevier
SourceType	Aggregation Database Index Database Enrichment Source Publisher
StartPage	550
SubjectTerms	Applied sciences Call centers Callcenter Exact sciences and technology Firm modelling Markov analysis Mathematical programming Operational research and scientific management Operational research. Management science Operations management Operations Research Quadratic programming Queueing Queueing Quadratic programming Scheduling Operations management Queuing theory Queuing theory. Traffic theory Reliability theory. Replacement problems Resource allocation Scheduling Scheduling-Verfahren Studies Warteschlangentheorie Workforce planning
Title	Practical scheduling for call center operations
URI	https://dx.doi.org/10.1016/j.omega.2010.12.001 http://www.econis.eu/PPNSET?PPN=653652712 http://econpapers.repec.org/article/eeejomega/v_3a39_3ay_3a2011_3ai_3a5_3ap_3a550-557.htm https://www.proquest.com/docview/858801000
Volume	39
WOSCitedRecordID	wos000287906700010&url=https%3A%2F%2Fcvtisr.summon.serialssolutions.com%2F%23%21%2Fsearch%3Fho%3Df%26include.ft.matches%3Dt%26l%3Dnull%26q%3D
hasFullText	1
inHoldings	1
isFullTextHit
isPrint
journalDatabaseRights	– providerCode: PRVESC databaseName: Elsevier SD Freedom Collection Journals 2021 customDbUrl: eissn: 1873-5274 dateEnd: 99991231 omitProxy: false ssIdentifier: ssj0001803 issn: 0305-0483 databaseCode: AIEXJ dateStart: 19950201 isFulltext: true titleUrlDefault: https://www.sciencedirect.com providerName: Elsevier
link	http://cvtisr.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwtV1Lb5wwEB61u1FVqar6ikLTRhx6S0nBxjyO0TZV20PaQyrtzTLG27BKWATbaPPvM8aGhUZaNYcebJABA_6w5_MwngH4kKNUITIMPNFqqxYs9kQU-d6CZCrKaZplRLTBJuLz82Q-T3_aAItNG04gLstks0mr_wo1liHYeunsA-DuK8UC3EfQMUfYMf8n4I0HIrPY8RIFyVVnKyn1X2htjKnq41Wl6oGuzrLTH9fqt2gdkG6MzXuvJfhcqDbwK45PZVk0x7OTobrA2qsFg1GFamu90ESP6YZA40_IQs0G4xkzXmGtaGTGl_S9UdcoAJYnK_2UxlxOq1jtbUc-rv-SPb1FYGdstuRtJVxXwgOiTe4ew5TELE0mMD39djb_3gvaIPFN9Gv7Rp1TqdZ8796zjIjHntY2FM2IgTyrRINILExAk9GMY1qrSskB8bh4Ac_tjME9NUi_hEeqfAVPugULr-FTD7i7BdxF_FwNuGsAd7eAv4FfX84uZl89GwbDkzidXGO3ESiVBFKzTJJF4CsikBQrn-HMWYaCJQENshAPREwhO6cxE0jyUxYHkuVMSboPk3JVqgNwBU1InvgypFKGkdChBFQqMppjYSZS4QDp2ohL6yNehyq54jvwceBjf1FlXKTsPv3ANH5_csRoxEgcEAeiDg5uCaAhdhy_tN11Ho3A66tGQqope-LAYYcmt3214QlD4aX_bzkwawHuL1NKLc1NbjgVNMXsFpPuT7gpMDFMld4yn2O34Jfr67cPa4dDeLrtn-9gsq7_qPewJ2_WRVMf2W_9DijcooQ
linkProvider	Elsevier
openUrl	ctx_ver=Z39.88-2004&ctx_enc=info%3Aofi%2Fenc%3AUTF-8&rfr_id=info%3Asid%2Fsummon.serialssolutions.com&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Ajournal&rft.genre=article&rft.atitle=Practical+scheduling+for+call+center+operations&rft.jtitle=Omega+%28Oxford%29&rft.au=Dietz%2C+Dennis+C.&rft.date=2011-10-01&rft.issn=0305-0483&rft.volume=39&rft.issue=5&rft.spage=550&rft.epage=557&rft_id=info:doi/10.1016%2Fj.omega.2010.12.001&rft.externalDBID=n%2Fa&rft.externalDocID=10_1016_j_omega_2010_12_001
thumbnail_l	http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/lc.gif&issn=0305-0483&client=summon
thumbnail_m	http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/mc.gif&issn=0305-0483&client=summon
thumbnail_s	http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/sc.gif&issn=0305-0483&client=summon