{"id":"https://openalex.org/W3007479230","doi":"https://doi.org/10.1109/wsc40007.2019.9004714","title":"A Simple Solution for Optimizing Weekly Agent Scheduling in a Multi-Skill Multi-Channel Contact Center","display_name":"A Simple Solution for Optimizing Weekly Agent Scheduling in a Multi-Skill Multi-Channel Contact Center","publication_year":2019,"publication_date":"2019-12-01","ids":{"openalex":"https://openalex.org/W3007479230","doi":"https://doi.org/10.1109/wsc40007.2019.9004714","mag":"3007479230"},"language":"en","primary_location":{"id":"doi:10.1109/wsc40007.2019.9004714","is_oa":false,"landing_page_url":"https://doi.org/10.1109/wsc40007.2019.9004714","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2019 Winter Simulation Conference (WSC)","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5041557937","display_name":"Siqiao Li","orcid":"https://orcid.org/0000-0002-4576-8342"},"institutions":[{"id":"https://openalex.org/I865915315","display_name":"Vrije Universiteit Amsterdam","ror":"https://ror.org/008xxew50","country_code":"NL","type":"education","lineage":["https://openalex.org/I865915315"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Siqiao Li","raw_affiliation_strings":["Department Of Mathematics, Vrije Universiteit Amsterdam, Amsterdam, THE NETHERLANDS","Vrije Universiteit Amsterdam, Department of Mathematics"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department Of Mathematics, Vrije Universiteit Amsterdam, Amsterdam, THE NETHERLANDS","institution_ids":["https://openalex.org/I865915315"]},{"raw_affiliation_string":"Vrije Universiteit Amsterdam, Department of Mathematics","institution_ids":["https://openalex.org/I865915315"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5026879445","display_name":"Ger Koole","orcid":"https://orcid.org/0000-0003-1776-8369"},"institutions":[{"id":"https://openalex.org/I865915315","display_name":"Vrije Universiteit Amsterdam","ror":"https://ror.org/008xxew50","country_code":"NL","type":"education","lineage":["https://openalex.org/I865915315"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Ger Koole","raw_affiliation_strings":["Department Of Mathematics, Vrije Universiteit Amsterdam, Amsterdam, THE NETHERLANDS","Vrije Universiteit Amsterdam, Department of Mathematics"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department Of Mathematics, Vrije Universiteit Amsterdam, Amsterdam, THE NETHERLANDS","institution_ids":["https://openalex.org/I865915315"]},{"raw_affiliation_string":"Vrije Universiteit Amsterdam, Department of Mathematics","institution_ids":["https://openalex.org/I865915315"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5046267369","display_name":"Oualid Jouini","orcid":"https://orcid.org/0000-0002-9498-165X"},"institutions":[{"id":"https://openalex.org/I277688954","display_name":"Universit\u00e9 Paris-Saclay","ror":"https://ror.org/03xjwb503","country_code":"FR","type":"education","lineage":["https://openalex.org/I277688954"]},{"id":"https://openalex.org/I280199911","display_name":"Bouygues (France)","ror":"https://ror.org/056185y51","country_code":"FR","type":"company","lineage":["https://openalex.org/I280199911"]},{"id":"https://openalex.org/I3019908861","display_name":"Laboratoire de G\u00e9nie \u00c9lectrique et \u00c9lectronique de Paris","ror":"https://ror.org/02xnnng09","country_code":"FR","type":"facility","lineage":["https://openalex.org/I1294671590","https://openalex.org/I277688954","https://openalex.org/I277688954","https://openalex.org/I3019908861","https://openalex.org/I39804081","https://openalex.org/I4210107720"]},{"id":"https://openalex.org/I4210107720","display_name":"CentraleSup\u00e9lec","ror":"https://ror.org/019tcpt25","country_code":"FR","type":"facility","lineage":["https://openalex.org/I277688954","https://openalex.org/I4210107720"]},{"id":"https://openalex.org/I4210134356","display_name":"Laboratoire G\u00e9nie Industriel","ror":"https://ror.org/0455wwj08","country_code":"FR","type":"facility","lineage":["https://openalex.org/I277688954","https://openalex.org/I277688954","https://openalex.org/I4210107720","https://openalex.org/I4210134356"]}],"countries":["FR"],"is_corresponding":false,"raw_author_name":"Oualid Jouini","raw_affiliation_strings":["Laboratoire Genie Industriele, Universit\u00e9 Paris-Saclay, Gif-sur-Yvette, FRANCE","LGI - Laboratoire G\u00e9nie Industriel (CentraleSup\u00e9lec - B\u00e2timent Bouygues 3 rue Joliot Curie 91190 GIF-SUR-YVETTE - France)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Laboratoire Genie Industriele, Universit\u00e9 Paris-Saclay, Gif-sur-Yvette, FRANCE","institution_ids":["https://openalex.org/I277688954","https://openalex.org/I3019908861","https://openalex.org/I4210134356"]},{"raw_affiliation_string":"LGI - Laboratoire G\u00e9nie Industriel (CentraleSup\u00e9lec - B\u00e2timent Bouygues 3 rue Joliot Curie 91190 GIF-SUR-YVETTE - France)","institution_ids":["https://openalex.org/I280199911","https://openalex.org/I4210107720","https://openalex.org/I4210134356"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":6,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":"2019","issue":null,"first_page":"3657","last_page":"3668"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9994000196456909,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9994000196456909,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11409","display_name":"Advanced Wireless Network Optimization","score":0.9976000189781189,"subfield":{"id":"https://openalex.org/subfields/2208","display_name":"Electrical and Electronic Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10551","display_name":"Scheduling and Optimization Algorithms","score":0.9861999750137329,"subfield":{"id":"https://openalex.org/subfields/2209","display_name":"Industrial and Manufacturing Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/staffing","display_name":"Staffing","score":0.8438290357589722},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.739235520362854},{"id":"https://openalex.org/keywords/scheduling","display_name":"Scheduling (production processes)","score":0.6448008418083191},{"id":"https://openalex.org/keywords/job-shop-scheduling","display_name":"Job shop scheduling","score":0.5316213965415955},{"id":"https://openalex.org/keywords/channel","display_name":"Channel (broadcasting)","score":0.5198929309844971},{"id":"https://openalex.org/keywords/quality-of-service","display_name":"Quality of service","score":0.5171246528625488},{"id":"https://openalex.org/keywords/schedule","display_name":"Schedule","score":0.4481941759586334},{"id":"https://openalex.org/keywords/mathematical-optimization","display_name":"Mathematical optimization","score":0.4438377022743225},{"id":"https://openalex.org/keywords/dynamic-priority-scheduling","display_name":"Dynamic priority scheduling","score":0.4346930682659149},{"id":"https://openalex.org/keywords/distributed-computing","display_name":"Distributed computing","score":0.43465110659599304},{"id":"https://openalex.org/keywords/fidelity","display_name":"Fidelity","score":0.4206070303916931},{"id":"https://openalex.org/keywords/real-time-computing","display_name":"Real-time computing","score":0.3941829800605774},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.3180479407310486},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.08027705550193787},{"id":"https://openalex.org/keywords/operating-system","display_name":"Operating system","score":0.07883936166763306},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.07152226567268372}],"concepts":[{"id":"https://openalex.org/C2777512617","wikidata":"https://www.wikidata.org/wiki/Q1783605","display_name":"Staffing","level":2,"score":0.8438290357589722},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.739235520362854},{"id":"https://openalex.org/C206729178","wikidata":"https://www.wikidata.org/wiki/Q2271896","display_name":"Scheduling (production processes)","level":2,"score":0.6448008418083191},{"id":"https://openalex.org/C55416958","wikidata":"https://www.wikidata.org/wiki/Q6206757","display_name":"Job shop scheduling","level":3,"score":0.5316213965415955},{"id":"https://openalex.org/C127162648","wikidata":"https://www.wikidata.org/wiki/Q16858953","display_name":"Channel (broadcasting)","level":2,"score":0.5198929309844971},{"id":"https://openalex.org/C5119721","wikidata":"https://www.wikidata.org/wiki/Q220501","display_name":"Quality of service","level":2,"score":0.5171246528625488},{"id":"https://openalex.org/C68387754","wikidata":"https://www.wikidata.org/wiki/Q7271585","display_name":"Schedule","level":2,"score":0.4481941759586334},{"id":"https://openalex.org/C126255220","wikidata":"https://www.wikidata.org/wiki/Q141495","display_name":"Mathematical optimization","level":1,"score":0.4438377022743225},{"id":"https://openalex.org/C107568181","wikidata":"https://www.wikidata.org/wiki/Q5319000","display_name":"Dynamic priority scheduling","level":3,"score":0.4346930682659149},{"id":"https://openalex.org/C120314980","wikidata":"https://www.wikidata.org/wiki/Q180634","display_name":"Distributed computing","level":1,"score":0.43465110659599304},{"id":"https://openalex.org/C2776459999","wikidata":"https://www.wikidata.org/wiki/Q2119376","display_name":"Fidelity","level":2,"score":0.4206070303916931},{"id":"https://openalex.org/C79403827","wikidata":"https://www.wikidata.org/wiki/Q3988","display_name":"Real-time computing","level":1,"score":0.3941829800605774},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.3180479407310486},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.08027705550193787},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.07883936166763306},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.07152226567268372},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.0}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.1109/wsc40007.2019.9004714","is_oa":false,"landing_page_url":"https://doi.org/10.1109/wsc40007.2019.9004714","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2019 Winter Simulation Conference (WSC)","raw_type":"proceedings-article"},{"id":"pmh:oai:HAL:hal-04330912v1","is_oa":false,"landing_page_url":"https://hal.science/hal-04330912","pdf_url":null,"source":{"id":"https://openalex.org/S4306402512","display_name":"HAL (Le Centre pour la Communication Scientifique Directe)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1294671590","host_organization_name":"Centre National de la Recherche Scientifique","host_organization_lineage":["https://openalex.org/I1294671590"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"2019 Winter Simulation Conference, WSC 2019, Dec 2019, unknown, France. pp.3657-3668, &#x27E8;10.1109/WSC40007.2019.9004714&#x27E9;","raw_type":"info:eu-repo/semantics/conferenceObject"},{"id":"pmh:oai:research.vu.nl:publications/58e475dd-bd4f-4ea8-b133-412a6d19afdc","is_oa":false,"landing_page_url":"https://hdl.handle.net/1871.1/58e475dd-bd4f-4ea8-b133-412a6d19afdc","pdf_url":null,"source":{"id":"https://openalex.org/S4306401107","display_name":"VU Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I865915315","host_organization_name":"Vrije Universiteit Amsterdam","host_organization_lineage":["https://openalex.org/I865915315"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Li, S, Koole, G & Jouini, O 2020, A Simple Solution for Optimizing Weekly Agent Scheduling in a Multi-Skill Multi-Channel Contact Center. in 2019 Winter Simulation Conference (WSC) : [Proceedings]., 9004714, Proceedings - Winter Simulation Conference, vol. 2019-December, Institute of Electrical and Electronics Engineers Inc., pp. 3657-3668, 2019 Winter Simulation Conference, WSC 2019, National Harbor, United States, 8/12/19. https://doi.org/10.1109/WSC40007.2019.9004714","raw_type":"contributionToPeriodical"},{"id":"pmh:vu:oai:research.vu.nl:publications/58e475dd-bd4f-4ea8-b133-412a6d19afdc","is_oa":false,"landing_page_url":"https://research.vu.nl/en/publications/58e475dd-bd4f-4ea8-b133-412a6d19afdc","pdf_url":null,"source":{"id":"https://openalex.org/S4306401843","display_name":"Data Archiving and Networked Services (DANS)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1322597698","host_organization_name":"Royal Netherlands Academy of Arts and Sciences","host_organization_lineage":["https://openalex.org/I1322597698"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"2019 Winter Simulation Conference (WSC): [Proceedings], 3657 - 3668","raw_type":"info:eu-repo/semantics/conferencepaper"},{"id":"mag:3041965892","is_oa":false,"landing_page_url":"https://jglobal.jst.go.jp/en/detail?JGLOBAL_ID=202002227301280101","pdf_url":null,"source":{"id":"https://openalex.org/S4306512817","display_name":"IEEE Conference Proceedings","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":null,"raw_source_name":"IEEE Conference Proceedings","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":17,"referenced_works":["https://openalex.org/W1622159167","https://openalex.org/W2013001756","https://openalex.org/W2040530174","https://openalex.org/W2093547978","https://openalex.org/W2102377749","https://openalex.org/W2103450593","https://openalex.org/W2115354294","https://openalex.org/W2145197897","https://openalex.org/W2157701469","https://openalex.org/W2163070175","https://openalex.org/W2166507149","https://openalex.org/W2171864410","https://openalex.org/W2252484490","https://openalex.org/W2416587397","https://openalex.org/W2762290311","https://openalex.org/W2893042644","https://openalex.org/W6636593123"],"related_works":["https://openalex.org/W2100396492","https://openalex.org/W2264090623","https://openalex.org/W2084728249","https://openalex.org/W2918379277","https://openalex.org/W2605401415","https://openalex.org/W2802613825","https://openalex.org/W2559378387","https://openalex.org/W1603917532","https://openalex.org/W2910070190","https://openalex.org/W1963626603"],"abstract_inverted_index":{"We":[0],"study":[1],"the":[2,21,31,81,90,100,105,108],"staffing":[3,82],"and":[4,17,83],"shift":[5,84],"scheduling":[6,85],"problem":[7,86],"in":[8],"a":[9,51,57,69,75],"multi-skill":[10,36],"multi-channel":[11],"contact":[12],"center,":[13],"containing":[14],"calls,":[15],"emails":[16],"chats.":[18],"Due":[19],"to":[20,42,60,79,88],"fact":[22],"that":[23],"each":[24],"channel":[25],"has":[26],"its":[27],"own":[28],"operating":[29],"characteristics,":[30],"existing":[32],"solutions":[33],"developed":[34],"for":[35,68],"call":[37],"centers":[38],"are":[39],"not":[40],"applicable":[41],"our":[43],"problem.":[44],"In":[45,99],"this":[46],"paper,":[47],"we":[48,73,103],"first":[49],"build":[50],"high":[52],"fidelity":[53],"simulation":[54],"model":[55],"at":[56],"weekly":[58],"level":[59],"evaluate":[61],"various":[62],"Quality":[63],"of":[64,93,107],"Service":[65],"(QoS)":[66],"measurements":[67],"given":[70],"schedule.":[71],"Then":[72],"propose":[74],"simulation-based":[76],"optimization":[77],"algorithm":[78],"solve":[80],"integrally":[87],"minimize":[89],"total":[91],"costs":[92],"agents":[94],"under":[95],"certain":[96],"QoS":[97],"requirements.":[98],"numerical":[101],"experiments,":[102],"show":[104],"effectiveness":[106],"proposed":[109],"approach":[110],"with":[111],"realistic":[112],"instances.":[113]},"counts_by_year":[{"year":2021,"cited_by_count":2}],"updated_date":"2026-07-22T07:51:19.307946","created_date":"2025-10-10T00:00:00"}
