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Conference Papers Year : 2023

Call center agent scheduling evaluation using discrete-event simulation : a decision-support tool

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Samer Alsamadi
  • Function : Author
  • PersonId : 1134705
Clea Martinez
Canan Pehlivan
Nicolas Cellier
Franck Fontanili

Abstract

Call center agent scheduling is the process of assigning agents to their respective shifts throughout a day in which information regarding the volume and arrival profile of calls is unknown. The construction of such a schedule will have a direct impact on the quality of service and the finances of this call center. Of great importance is knowing when and how to assess this agent schedule despite the uncertainties of how the day will actually unfold. The answers to these questions and their contribution to maintaining a certain level of performance are explored. Through discrete-event simulation, we were able to simulate different agent schedules of a call center for the disabled community, anonymized as the abbreviation ANGUS. Our results indicate the capability of evaluating schedules based on the simulation’s predicted outcomes. With such insight, it is indeed possible to meet the performance criteria objectives developed by ANGUS.
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Samer Alsamadi, Clea Martinez, Canan Pehlivan, Nicolas Cellier, Franck Fontanili. Call center agent scheduling evaluation using discrete-event simulation : a decision-support tool. WSC 2022 - Winter Simulation Conference, Dec 2022, Singapour, Singapore. p. 772-783, ⟨10.1109/WSC57314.2022.10015262⟩. ⟨hal-03926275⟩
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