利用搜尋法及影價鄰近解評估求解客服中心人員排班問題

Solve Call Center Agent Scheduling Problems by Search Algorithms and Shadow Price to Evaluate Neighborhood Solutions

黃澤峯(Tse-Feng Huang)

指導教授 ： 洪一峯

國立清華大學/工學院/工業工程與工程管理學系/碩士(2009年)

https://doi.org/10.6843/NTHU.2009.00229

摘要

近十年來服務業成長很快，競爭激烈。對服務業來說，如何有效利用人力資源是一個重要的課題。客服中心的營運尤其是現今企業的重要服務之ㄧ。本篇論文利用搜尋法和影價鄰近解評估求解客服中心之人員排班問題。為了使不同的技能需求達到最大的滿足，目標值是要找出一最佳排班表使所缺乏的人力資源成本為最少。
在本篇論文研究中，給定各時間區段有變動需求、和配合政府法規、公會限制、公司內部規定的已知客服人員班別類型並由四種搜尋法：傳統的模擬退火法和塔布搜尋法、和利用影價鄰近解評估的模擬退火法和塔布搜尋法來求解客服中心人員排班問題。最後實驗顯示四種搜尋法中，利用影價鄰近解評估的塔布搜尋法表現最好。

關鍵字

客服中心 ； 人員排班 ； 多技能 ； 模擬退火法 ； 塔布搜尋法 ； 影價 ； 啟發式演算法

並列摘要

In the last few decades, there is a huge growth in service industries. Therefore, how to utilize human resources efficiently is an important issue for service industries. Call center operation is one of the most important service operations for today’s company. The focus of this study is to solve a call center agent scheduling problem by using search algorithms. Also, shadow price information is used to help evaluating neighborhood solutions. The objective of our problem is to minimize the manpower shortage cost of various skills demands.
Given time-varying skill demands and known patterns in call centers, we have to assign a pattern to each day of each agent under the restriction of government policy, union regulations, and company strategies. This study experiments four search methods. Two of them are traditional tabu search and traditional simulated annealing. The other two methods are tabu search and simulated annealing that are improved by using shadow price information to evaluate the neighborhood solution. The experiment results show that tabu search algorithm with neighborhood solutions evaluated by shadow price performs best among the four methods.

並列關鍵字

call center ； agent scheduling ； multiple skills ； simulated annealing ； tabu search ； shadow price ； heuristic algorithm

參考文獻

張芳瑜 (2008)，「利用搜尋法求解客服中心人員排班問題」，國立清華大學工業工程與工程管理學系碩士論文。

李英碩 (2007)，「客服中心人員排班問題之整數規劃」，國立清華大學工業工程與工程管理學系碩士論文。

侯文哲 (2002)，「護理人員排班資訊系統之建立與探討」，國立成功大學工業管理科學系碩士論文。

Atlason, J. and Epelman, M. A. and Henderson, S. G. (2004), “Call center staffing with simulation and cutting plane methods”, Annals of Operations Research, vol. 127, pp. 333-358.

Aykin, T. (1996), “Optimal shift scheduling with multiple break windows”, Management Science, vol. 42, no. 4, pp. 591-602.