{"id":"https://openalex.org/W3014256383","doi":"https://doi.org/10.1145/3383845.3383849","title":"Staffing Optimization of One-Period Multi-Skill Call Center","display_name":"Staffing Optimization of One-Period Multi-Skill Call Center","publication_year":2020,"publication_date":"2020-01-31","ids":{"openalex":"https://openalex.org/W3014256383","doi":"https://doi.org/10.1145/3383845.3383849","mag":"3014256383"},"language":"en","primary_location":{"id":"doi:10.1145/3383845.3383849","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3383845.3383849","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2020 the 3rd International Conference on Computers in Management and Business","raw_type":"proceedings-article"},"type":"article","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/A5031775103","display_name":"Shih\u2010Cheng Horng","orcid":"https://orcid.org/0000-0001-7707-2481"},"institutions":[{"id":"https://openalex.org/I126145234","display_name":"Chaoyang University of Technology","ror":"https://ror.org/04xwksx09","country_code":"TW","type":"education","lineage":["https://openalex.org/I126145234"]}],"countries":["TW"],"is_corresponding":true,"raw_author_name":"Shih-Cheng Horng","raw_affiliation_strings":["Department of Computer Science & Information, Engineering, Chaoyang University of Technology, Taichung, Taiwan"],"affiliations":[{"raw_affiliation_string":"Department of Computer Science & Information, Engineering, Chaoyang University of Technology, Taichung, Taiwan","institution_ids":["https://openalex.org/I126145234"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5102133448","display_name":"Shieh-Shing Lin","orcid":null},"institutions":[{"id":"https://openalex.org/I4210097625","display_name":"St. John's University","ror":"https://ror.org/00wyq5s37","country_code":"TW","type":"education","lineage":["https://openalex.org/I4210097625"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Shieh-Shing Lin","raw_affiliation_strings":["Department of Electrical Engineering, St. John's University, Taipei, Taiwan"],"affiliations":[{"raw_affiliation_string":"Department of Electrical Engineering, St. John's University, Taipei, Taiwan","institution_ids":["https://openalex.org/I4210097625"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5031775103"],"corresponding_institution_ids":["https://openalex.org/I126145234"],"apc_list":null,"apc_paid":null,"fwci":0.3566,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.66494829,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"89","last_page":"93"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10551","display_name":"Scheduling and Optimization Algorithms","score":0.9959999918937683,"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"}},"topics":[{"id":"https://openalex.org/T10551","display_name":"Scheduling and Optimization Algorithms","score":0.9959999918937683,"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"}},{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.982699990272522,"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/T10603","display_name":"Smart Grid Energy Management","score":0.9678000211715698,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7215163707733154},{"id":"https://openalex.org/keywords/staffing","display_name":"Staffing","score":0.6525683999061584},{"id":"https://openalex.org/keywords/herding","display_name":"Herding","score":0.6051112413406372},{"id":"https://openalex.org/keywords/construct","display_name":"Construct (python library)","score":0.5127957463264465},{"id":"https://openalex.org/keywords/mathematical-optimization","display_name":"Mathematical optimization","score":0.493342787027359},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4731658101081848},{"id":"https://openalex.org/keywords/computation","display_name":"Computation","score":0.43571722507476807},{"id":"https://openalex.org/keywords/center","display_name":"Center (category theory)","score":0.41571491956710815},{"id":"https://openalex.org/keywords/algorithm","display_name":"Algorithm","score":0.1379701793193817},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.11353665590286255},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.07805410027503967}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7215163707733154},{"id":"https://openalex.org/C2777512617","wikidata":"https://www.wikidata.org/wiki/Q1783605","display_name":"Staffing","level":2,"score":0.6525683999061584},{"id":"https://openalex.org/C177605951","wikidata":"https://www.wikidata.org/wiki/Q1484503","display_name":"Herding","level":2,"score":0.6051112413406372},{"id":"https://openalex.org/C2780801425","wikidata":"https://www.wikidata.org/wiki/Q5164392","display_name":"Construct (python library)","level":2,"score":0.5127957463264465},{"id":"https://openalex.org/C126255220","wikidata":"https://www.wikidata.org/wiki/Q141495","display_name":"Mathematical optimization","level":1,"score":0.493342787027359},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4731658101081848},{"id":"https://openalex.org/C45374587","wikidata":"https://www.wikidata.org/wiki/Q12525525","display_name":"Computation","level":2,"score":0.43571722507476807},{"id":"https://openalex.org/C2779463800","wikidata":"https://www.wikidata.org/wiki/Q5062222","display_name":"Center (category theory)","level":2,"score":0.41571491956710815},{"id":"https://openalex.org/C11413529","wikidata":"https://www.wikidata.org/wiki/Q8366","display_name":"Algorithm","level":1,"score":0.1379701793193817},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.11353665590286255},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.07805410027503967},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C8010536","wikidata":"https://www.wikidata.org/wiki/Q160398","display_name":"Crystallography","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.0},{"id":"https://openalex.org/C97137747","wikidata":"https://www.wikidata.org/wiki/Q38112","display_name":"Forestry","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3383845.3383849","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3383845.3383849","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2020 the 3rd International Conference on Computers in Management and Business","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":18,"referenced_works":["https://openalex.org/W2049737455","https://openalex.org/W2563442283","https://openalex.org/W2626238972","https://openalex.org/W2752276495","https://openalex.org/W2766077427","https://openalex.org/W2773271314","https://openalex.org/W2809533018","https://openalex.org/W2810229776","https://openalex.org/W2900615677","https://openalex.org/W2906351071","https://openalex.org/W2907672705","https://openalex.org/W2912917458","https://openalex.org/W2922490081","https://openalex.org/W2943580470","https://openalex.org/W2949398510","https://openalex.org/W2960422145","https://openalex.org/W3122393451","https://openalex.org/W6604577539"],"related_works":["https://openalex.org/W2123552042","https://openalex.org/W3122774093","https://openalex.org/W2171525224","https://openalex.org/W2084635241","https://openalex.org/W2240918811","https://openalex.org/W3169694757","https://openalex.org/W2882988462","https://openalex.org/W2066174277","https://openalex.org/W2809775760","https://openalex.org/W3200883251"],"abstract_inverted_index":{"Multi-skill":[0],"call":[1,30,133,138],"centers":[2,31],"are":[3],"complex":[4],"systems":[5],"which":[6],"need":[7],"to":[8,23,33,68,95,114,129],"optimize":[9],"the":[10,13,16,19,24,42,47,88,107,120,148,151,155],"trade-off":[11],"between":[12],"cost":[14],"for":[15,40],"personnel":[17],"and":[18,140,158],"service":[20,48],"level":[21,49],"provided":[22],"calls.":[25],"The":[26,78,84,103,123],"goal":[27],"of":[28,38,136,150],"multi-skill":[29,132],"is":[32,66],"find":[34],"an":[35,54],"optimal":[36,108],"amount":[37],"agents":[39],"minimizing":[41],"operating":[43],"costs":[44],"while":[45],"satisfying":[46],"constraints.":[50],"In":[51],"this":[52],"paper,":[53],"approach":[55,80,125,153],"that":[56,147],"integrates":[57],"ordinal":[58],"optimization":[59,64],"(OO)":[60],"with":[61],"elephant":[62],"herding":[63],"(EHO)":[65],"developed":[67,124,152],"determine":[69],"a":[70,74,92,97,116,130],"superb":[71,117],"solution":[72,118,159],"in":[73,154],"reasonable":[75],"computation":[76],"time.":[77],"proposed":[79],"has":[81,126],"two":[82],"modules.":[83],"first":[85],"module":[86,105],"used":[87],"EHO":[89],"assisted":[90],"by":[91],"rough":[93],"estimation":[94],"construct":[96],"candidate":[98,121],"subset":[99],"containing":[100],"excellent":[101],"solutions.":[102],"second":[104],"utilized":[106],"computing":[109,156],"budget":[110],"allocation":[111],"(OCBA)":[112],"procedure":[113],"identify":[115],"among":[119],"subset.":[122],"been":[127],"applied":[128],"one-period":[131],"center":[134],"consisting":[135],"5":[137],"types":[139],"12":[141],"agent":[142],"groups.":[143],"Experimental":[144],"results":[145],"reveal":[146],"superiority":[149],"efficiency":[157],"quality.":[160]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}